Job Description

Family Coordinator

BK Behavior

About the Role

BK Behavior is looking for a compassionate, organized, and highly communicative Family Coordinator to serve as a key point of contact for the families we support.

The Family Coordinator plays an important role in creating a positive experience for families throughout their journey with BK Behavior. This person will help families navigate the onboarding process, stay connected with internal teams, address questions or concerns, and ensure families feel supported, informed, and heard.

This is a great opportunity for someone who enjoys working with people, thrives in a fast-paced environment, and is passionate about helping families access high-quality ABA services.

Key Responsibilities

• Serve as a primary point of contact for families throughout the onboarding and service process.
• Build strong, trusting relationships with parents and caregivers.
• Regularly communicate with families regarding their case status, next steps, scheduling, and other important updates.
• Guide new families through the onboarding process and help ensure all required information and documentation are completed.
• Coordinate closely with Intake, Clinical, Staffing, Credentialing, Billing, and Case Management teams to help move cases forward.
• Follow up on outstanding items that may delay the start or continuation of services.
• Help match family needs with available clinical and staffing resources.
• Respond to family questions, concerns, and requests in a timely and professional manner.
• Escalate clinical, staffing, billing, or service-related concerns to the appropriate team when necessary.
• Proactively check in with families to identify concerns before they become larger issues.
• Support families during staffing changes, transitions, or other changes to their services.
• Maintain accurate and detailed documentation of family communication and case updates.
• Track assigned cases and follow up consistently to ensure next steps are completed.
• Collaborate with internal departments to improve the overall family experience.
• Identify recurring family concerns or barriers and communicate trends to leadership.
• Help ensure every family receives consistent, respectful, and high-quality communication from BK Behavior.

What We’re Looking For

• Strong verbal and written communication skills.
• Warm, patient, and professional communication style.
• Excellent organization and follow-through.
• Ability to manage multiple families, cases, and priorities at the same time.
• Strong problem-solving skills and the ability to take initiative.
• Comfortable communicating with families who may be frustrated, overwhelmed, or navigating challenges related to their child's care.
• Ability to collaborate effectively with multiple departments and team members.
• Detail-oriented and comfortable documenting communication and tracking case progress.
• Ability to maintain professionalism and confidentiality when handling sensitive information.
• Experience in ABA, behavioral health, healthcare, customer service, case coordination, or family services is preferred.
• Familiarity with ABA services and insurance-funded care is a plus.

The Ideal Family Coordinator

The ideal candidate is someone who genuinely enjoys helping people and understands that families need more than updates — they need someone who will take ownership, communicate clearly, and help them navigate the process.

You should be comfortable picking up the phone, following up consistently, solving problems, and working across departments to get families the answers and support they need.

At BK Behavior, the Family Coordinator helps make sure families never feel like they are navigating their care alone.

Why BK Behavior?

At BK Behavior, we are committed to providing families with compassionate, high-quality ABA services while creating a supportive experience from the moment they first connect with our team.

As a Family Coordinator, you will have the opportunity to directly impact the experience of the families we serve while working alongside a collaborative team dedicated to helping children and families succeed.