Job description
Description Salary: Starting at $80k Location: Remote (available for on-site meetings, ~1x/quarter)Job Description: The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.Primary Responsibilities: Team Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer serviceProcess Implementation & Continuous ImprovementOwn the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service linesMonitor process adherence and identify gaps between how a process is designed and how it's being used in the fieldGather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflowsDevelop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changesPartner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)Technology & Agentic AI EnablementServe as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutionsIdentify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflowsPartner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflowsOwn data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act onMonitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; escalate and course-correct as neededBuild the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activitiesPerformance Metrics & ReportingOwn, track, and report on the team's core performance metrics, including:Call acceptance rate — the percentage of client/staff calls answered and handled in a timely mannerRescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessionsCBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School OperationsClient Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicableBuild and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunitiesSet targets and action plans to improve underperforming metrics, and hold the team accountable to themAnalyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective actionCapacity Planning & Resource AllocationIdentify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptionsCompliance & Quality AssuranceEnsure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirementsAudit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization auditsMaintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communicationsEnsure rescheduling practices support contractual and funding source requirements across both service linesRequired Skills and ExperienceMinimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management roleExperience with CentralReach and/or Salesforce strongly preferredDemonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomesExperience evaluating or implementing AI-assisted or automation tools in an operational setting preferredStrong analytical skills, with experience building dashboards/reports and using data to drive team accountabilityExcellent written and verbal communication skills, with experience managing escalations and cross-functional partnershipsDemonstrated ability to manage and develop a team of 10+ across dispersed rolesAbility to travel occasionally, if needed, to support in-person team or center needsPassion for helping families access autism therapy servicesDescription Salary: Starting at $80k Location: Remote (available for on-site meetings, ~1x/quarter)Job Description: The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.Primary Responsibilities: Team Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer serviceProcess Implementation & Continuous ImprovementOwn the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service linesMonitor process adherence and identify gaps between how a process is designed and how it's being used in the fieldGather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflowsDevelop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changesPartner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)Technology & Agentic AI EnablementServe as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutionsIdentify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflowsPartner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflowsOwn data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act onMonitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; escalate and course-correct as neededBuild the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activitiesPerformance Metrics & ReportingOwn, track, and report on the team's core performance metrics, including:Call acceptance rate — the percentage of client/staff calls answered and handled in a timely mannerRescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessionsCBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School OperationsClient Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicableBuild and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunitiesSet targets and action plans to improve underperforming metrics, and hold the team accountable to themAnalyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective actionCapacity Planning & Resource AllocationIdentify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptionsCompliance & Quality AssuranceEnsure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirementsAudit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization auditsMaintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communicationsEnsure rescheduling practices support contractual and funding source requirements across both service linesRequired Skills and ExperienceMinimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management roleExperience with CentralReach and/or Salesforce strongly preferredDemonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomesExperience evaluating or implementing AI-assisted or automation tools in an operational setting preferredStrong analytical skills, with experience building dashboards/reports and using data to drive team accountabilityExcellent written and verbal communication skills, with experience managing escalations and cross-functional partnershipsDemonstrated ability to manage and develop a team of 10+ across dispersed rolesAbility to travel occasionally, if needed, to support in-person team or center needsPassion for helping families access autism therapy servicesDescription Salary: Starting at $80k Location: Remote (available for on-site meetings, ~1x/quarter)Job Description: The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.Primary Responsibilities: Team Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer serviceProcess Implementation & Continuous ImprovementOwn the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service linesMonitor process adherence and identify gaps between how a process is designed and how it's being used in the fieldGather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflowsDevelop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changesPartner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)Technology & Agentic AI EnablementServe as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutionsIdentify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflowsPartner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflowsOwn data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act onMonitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; escalate and course-correct as neededBuild the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activitiesPerformance Metrics & ReportingOwn, track, and report on the team's core performance metrics, including:Call acceptance rate — the percentage of client/staff calls answered and handled in a timely mannerRescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessionsCBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School OperationsClient Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicableBuild and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunitiesSet targets and action plans to improve underperforming metrics, and hold the team accountable to themAnalyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective actionCapacity Planning & Resource AllocationIdentify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptionsCompliance & Quality AssuranceEnsure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirementsAudit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization auditsMaintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communicationsEnsure rescheduling practices support contractual and funding source requirements across both service linesRequired Skills and ExperienceMinimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management roleExperience with CentralReach and/or Salesforce strongly preferredDemonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomesExperience evaluating or implementing AI-assisted or automation tools in an operational setting preferredStrong analytical skills, with experience building dashboards/reports and using data to drive team accountabilityExcellent written and verbal communication skills, with experience managing escalations and cross-functional partnershipsDemonstrated ability to manage and develop a team of 10+ across dispersed rolesAbility to travel occasionally, if needed, to support in-person team or center needsPassion for helping families access autism therapy servicesDescriptionSalary: Starting at $80k Location: Remote (available for on-site meetings, ~1x/quarter)Job Description: The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.Primary Responsibilities: Team Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer serviceProcess Implementation & Continuous ImprovementOwn the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service linesMonitor process adherence and identify gaps between how a process is designed and how it's being used in the fieldGather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflowsDevelop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changesPartner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)Technology & Agentic AI EnablementServe as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutionsIdentify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflowsPartner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflowsOwn data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act onMonitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; escalate and course-correct as neededBuild the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activitiesPerformance Metrics & ReportingOwn, track, and report on the team's core performance metrics, including:Call acceptance rate — the percentage of client/staff calls answered and handled in a timely mannerRescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessionsCBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School OperationsClient Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicableBuild and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunitiesSet targets and action plans to improve underperforming metrics, and hold the team accountable to themAnalyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective actionCapacity Planning & Resource AllocationIdentify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptionsCompliance & Quality AssuranceEnsure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirementsAudit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization auditsMaintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communicationsEnsure rescheduling practices support contractual and funding source requirements across both service linesRequired Skills and ExperienceMinimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management roleExperience with CentralReach and/or Salesforce strongly preferredDemonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomesExperience evaluating or implementing AI-assisted or automation tools in an operational setting preferredStrong analytical skills, with experience building dashboards/reports and using data to drive team accountabilityExcellent written and verbal communication skills, with experience managing escalations and cross-functional partnershipsDemonstrated ability to manage and develop a team of 10+ across dispersed rolesAbility to travel occasionally, if needed, to support in-person team or center needsPassion for helping families access autism therapy servicesSalary: Starting at $80kSalary: Starting at $80kLocation: Remote (available for on-site meetings, ~1x/quarter)Location: Remote (available for on-site meetings, ~1x/quarter)Job Description:Job Description:The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.Primary Responsibilities:Primary Responsibilities:Team Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer serviceProcess Implementation & Continuous ImprovementOwn the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service linesMonitor process adherence and identify gaps between how a process is designed and how it's being used in the fieldGather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflowsDevelop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changesPartner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)Technology & Agentic AI EnablementTeam Leadership & OversightTeam Leadership & OversightDirectly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedbackOversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service linesManage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer service
- Directly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedback
- Oversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service lines
- Manage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer service
- Own the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service lines
- Monitor process adherence and identify gaps between how a process is designed and how it's being used in the field
- Gather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflows
- Develop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changes
- Partner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)
- Serve as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutions
- Identify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflows
- Partner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflows
- Own data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act on
- Monitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; escalate and course-correct as needed
- Build the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activities
- Own, track, and report on the team's core performance metrics, including:
- Call acceptance rate — the percentage of client/staff calls answered and handled in a timely manner
- Rescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessions
- CBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School Operations
- Client Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicable
- Build and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunities
- Set targets and action plans to improve underperforming metrics, and hold the team accountable to them
- Analyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective action
- Identify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.
- Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptions
- Ensure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirements
- Audit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization audits
- Maintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communications
- Ensure rescheduling practices support contractual and funding source requirements across both service lines
- Minimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management role
- Experience with CentralReach and/or Salesforce strongly preferred
- Demonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomes
- Experience evaluating or implementing AI-assisted or automation tools in an operational setting preferred
- Strong analytical skills, with experience building dashboards/reports and using data to drive team accountability
- Excellent written and verbal communication skills, with experience managing escalations and cross-functional partnerships
- Demonstrated ability to manage and develop a team of 10+ across dispersed roles
- Ability to travel occasionally, if needed, to support in-person team or center needs
- Passion for helping families access autism therapy services
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