Client Care Coordinator

MOST/DFW is looking for an Client Care Coordinator to join our administrative team. As a Client Care Coordinator, you will play a crucial role in providing excellent client services and ensuring the clinical operations at our company run smoothly.

ABOUT MOST/DFW

At MOST/DFW, we strive to make the MOST of therapy and make the MOST of life! We believe in a world where all individuals are empowered to reach their full potential and live happy lives within their communities. Through personal connections, thoughtful listening, and observation, we build relationships to support our patients and their families. We work to reach our patient’s goals through engaging activities, education, and strategies impactful to their daily lives. Working as an interdisciplinary team of speech, occupational, and physical therapists, we provide fun and functional therapy to improve quality of life.

POSITION SUMMARY

Coordinates, plans, and oversees communication for all clients, working closely with clinical and administrative staff to ensure clients are provided quality care and customer service. Directs and ensures clients are taken care of throughout the entirety of the process, in coordination with the Intake Coordinator, Billing Manager, Territory Leads and administration department.

ESSENTIAL FUNCTIONS

• Manages and oversees client care coordination ensuring client and family satisfaction, timeliness in scheduling assessments and therapy through clear and effective communication
• Directs and responds to all current client requests including, but not limited to: schedule changes, additional services, ABA center transfer, etc.
• Liaises between therapy provider and parents/caregivers to ensure client information is accurate and up to date with a friendly and professional attitude
• Communicate regularly with the Billing Manager and Clinical Director regarding client status
• Continued maintenance of essential client information including, but not limited to, parent/caregiver correspondence log, discharges in systems, maintaining annually recurring authorizations and agreements, and generating and dispersing reports as assigned
• Monitoring cancellations and no-shows through weekly reports, reporting to the billing department and communicating with parents regarding compliance with attendance and discharge policies as needed
• Ensure all sessions from the previous business day have been checked-in or marked as canceled appropriately and communicate with therapists with reminders as needed
• Communicating upcoming changes, such as therapist, scheduled therapy times, etc., to parents in a timely and professional manner
• Handles all customer service requests and concerns, including complaints, and supporting parent-caregiver needs while collaborating with the Clinical Director as needed
• Maintains patient confidence and security of patient health information (PHI) by completing and safeguarding medical records and keeping patient information confidential according to HIPAA and state guidelines

EDUCATION/EXPERIENCE

Required:

• Accredited associates program in a healthcare, social work or public health related field
• At least 3 years of experience in an administrative or customer relations role
• Experience taking a medium volume of calls, answering phones, taking patient information
• Mac/IOS

Preferred:

• Working knowledge of the services performed
• Accredited bachelors program in a healthcare, social work or public health related field