Job Description

Role Responsibilities:

Administrative & Client Coordination

Coordinate scheduling of consultations, tours, and assessments.

Communicate with clients, families, caregivers, and referral partners regarding appointment details, required documentation, and assessment procedures.

Serve as first-line support for routine questions regarding scheduling, required forms, and logistics, while directing all clinical questions to the BCBA or Clinic Director.

Documentation

Collect, review, and organize intake information, historical records, educational documentation, and consent forms.

Enter, upload, and maintain records within the EMR system with accuracy and timeliness.

Evaluation Process Support

Track case progress across intake process stages and ensure a positive experience for both the family and the KBH team.

Serve as liaison to families referred for a diagnosis, assisting with referral coordination and care navigation.

Data, Reporting & Process Improvement

Create, refine, and implement workflow and process enhancements to improve efficiency and throughput.

Partner with the Director of Workforce Planning & Client Experience to compile, analyze, and communicate operational and client experience data trends.

Contribute to the development and maintenance of report templates and systemized documentation tools.

Compliance & Client Service

Ensure compliance with HIPAA and KBH privacy standards in all communications and data management.

Communicate updates promptly and professionally with clinicians, clients, and caregivers.

Role Requirements:

• High school diploma or equivalent and 3-4 years experience serving as an intake specialist (or equivalent role) with demonstrated success managing client intake operations, required.
• Bachelor's degree in Business Administration, Healthcare Administration, Human Resources, Operations Management, or related field or related field and 2+ years experience serving as an Intake Specialist (or equivalent role) with demonstrated success managing client intake operations, preferred.
• Provides excellent customer service to caregivers and clinicians; builds trust and maintains professionalism when handling the intake process, required.
• Analyzes data, prioritizes tasks, solves problems under pressure, and ensures timely follow-through, required.
• Organizes and manages multiple, shifting priorities effectively while maintaining attention to detail and process integrity, required.
• Communicates clearly and professionally with caregivers and clinical staff, both verbally and in writing, to resolve conflicts and coordinate care, required.
• Experience in autism or ABA service environments, preferred.
• Experience using practice management software (CentralReach preferred) and Excel or reporting tools to monitor key metrics, required.
• Exposure to continuous improvement work (e.g., reducing process inefficiencies, improving intake throughput, streamlining overall processes), required.