Serve as the primary point of contact for families and RBTs throughout active services.
Coordinate and resolve scheduling changes, call-outs, cancellations, and other day-to-day operational issues.
Proactively communicate with parents, caregivers, and staff to ensure concerns are addressed promptly.
Collaborate with BCBAs, Recruiting, Scheduling, Billing, and Authorizations teams to ensure cases run smoothly.
Order client materials and manage spending within assigned client budgets.
Develop a strong understanding of CentralReach and provide first-line support for system-related questions and troubleshooting.
Escalate system issues when necessary and follow through to resolution.
Monitor active cases to identify risks to client or staff retention and implement proactive solutions.
Maintain accurate case documentation and ensure all case information remains up to date.
Build strong relationships with families and staff while delivering exceptional customer service throughout the client's ABA journey.

Previous experience in ABA, healthcare, case management, client services, care coordination, or a similar role.
Strong communication and interpersonal skills with the ability to manage sensitive situations professionally.
Excellent problem-solving and conflict-resolution abilities.
Highly organized with strong attention to detail and the ability to manage multiple priorities.
Ability to work independently and take ownership of assigned cases.
Experience providing high-level customer service in a fast-paced environment.

Case Manager

Key skills