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Client Onboarding Manager

Company: Intercare Therapy
Location: West Covina
Posted on: January 8, 2021

Job Description:

Intercare Therapy, Inc. (ICT) provides evidence-based behavior services that support individuals with autism and related disorders and their families. Our mission is to increase independence and improve the quality of life of our client families. As an organization, we strive to be:

  • The employer of choice for all staff, by providing a long-term career opportunity, supportive and collaborative organizational culture, and fulfilling individualized professional experience and development, and
  • The preferred service provider to our clients, families and funding sources, providing high quality clinical care and high-touch customer service.The Intake Manager role has the primary responsibility for driving continuous improvement in our client inquiry volume, conversion rate, and time to launch across our regions. The position oversees Intake Coordinators and Benefits Specialists, who together are responsible for the end-to-end process of onboarding new clients into Intercare and helping them navigate the insurance reimbursement process. The Client Onboarding Manager reports to the Director of Client Services.Primary Responsibilities:
    • Ensure our clients can access Intercare services as quickly as feasible
    • Work with Caseload Planning and Clinical to determine available capacity
    • Allocate and communicate capacity to funding sources
    • Set up system to allocate referrals to appropriate team members
    • Work with funding sources and contracts department to streamline the authorization request and approval process and ensure Intercare meets funding source guidelines
    • Ensure payer-facing operations run smoothly with low error rate
    • Identify opportunities for operational improvement and implement them
    • Assist with creating and documenting department system and process workflows
    • Manage team of intake coordinators and benefits specialists
    • Share regular quantitative and qualitative performance updates with Director of Client Services
    • Deliver biannual performance reviews to team
    • Track individual performance to ensure the team meets referral and efficiency goals
    • Coach team to ensure the provision of a true front-facing client experience
    • Participate in team meetings and provide feedback to improve the protocols and make onboarding an efficient and pleasant experience for parents and staff alike
    • Maintain collaborative relationships with staff and clients alike
    • Handle client and staff escalations
    • Provide courteous, positive, and professional interactions with client families and staff in all communications
    • Address client and staff questions and issues with timeliness and accuracy
    • Document outcomes of all escalation calls and share regular updates with Director of Client Services
    • Support the Intercare brand
    • Comply with company's policies, procedures, timelines and budgets
    • Learn, respect and represent the Intercare history, mission, and brandRequired skills and experience
      • Bachelor's degree
      • 5+ years of experience in leadership roles helping team deliver on quantitative goals
      • Demonstrated ability to coach a team on delivering an exceptional client and stakeholder experience
      • Ability to design new workflows or identify ways to complete tasks more efficiently
      • Understanding of the funding source landscape and deep familiarity with healthcare insurance authorization and billing processes
      • Experience leading through change and helping champion new systems and ways of thinking
      • High degree of independence and ability to take initiativeLearn more about us on YouTube!If you have a BCBA and have experience in any of the following fields, we encourage you to apply:Behavior Analyst, Autism, Social Learning, Social Skills, Developmental Condition, Psychology, Sociology, Social Services, Children, ABAIntercare Therapy will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.Intercare Therapy supports a diverse workforce and is an Equal Opportunity Employer.

Keywords: Intercare Therapy, West Covina , Client Onboarding Manager, Executive , West Covina, California

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