Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.
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Position Summary
The Behavior Technician Onboarding Team Lead is responsible for assisting the Director of Behavior Technician Onboarding in leading a team of Onboarding Specialists facilitating all aspects of onboarding for field-based personnel, identifying areas of improvement, and driving key metrics. Additionally, the Team Lead will provide a positive customer service experience to team members, including field staff and internal customers, by acting as a point of contact and assisting them with related inquiries.
Duties and Responsibilities
The below reflects the essential functions considered necessary for this role and shall not be construed as a detailed description of all work requirements inherent in the job or assigned by supervisory personnel. This job description is used as a guide only and not inclusive of all responsibilities and job duties.
- Onboarding
- Communicate and meet regularly with Onboarding Specialists and Operations on Market Calls to understand staffing demands relative to cases in that area.
- Credentialing
- Attend payor meetings and assist in cascading updates to team members and other impacted stakeholders.
- Team Member Support
- Perform regular auditing of files to ensure quality and drive results.
- Provide shift coverage and helpdesk support on an as-needed basis for absent team members. While providing coverage:
- Engage candidates and assist with setting schedules and expectations, enrolling them in required courses, and tracking activity completion.
- Create applicable internal and external accounts.
- Manage candidate applications and associated pre-hire requirements.
- Assist clinical and field staff team members in applying/registering for certifications, licensure, etc., needed for credentialing.
- Obtain and review certifications, licenses, and other credentialing documents required to maintain up-to-date personnel files
- Submit and follow up with payor credentialing applications via phone, email, or proprietary portals.
- Respond to helpdesk tickets and emails within 24 hours and maintain a customer satisfaction rating above 90%.
- Reporting
- Assist in providing documentation, status updates, and reports related to contracting to other departments and leaders as needed or requested.
- Projects
- Serve as a lead on major projects and implement new initiatives and processes.
- Assist with ad hoc reports as needed.
Responsible for:
- Leading and maintaining staff by interviewing, selecting, orienting, and training team members;
- Ensuring the daily functions of the department are completed by communicating job expectations; planning, monitoring, and appraising job results;
- Managing, coaching, and developing a high performing team that meets agreed objectives and which delivers best practice results, added value, and continuous improvements;
- Consistently promoting high standards through personal example and roll out through the team so that each member of the team understands the standards and behaviors expected of them;
- Reviewing and approving weekly time cards, approving PTO requests, and submitting weekly bonus payout for Director approval.
Rate
$50,000 - $60,000
Qualifications
Education/Licenses
- Bachelor's Degree, or equivalent experience
Work Experience
- 2+ years administrative or customer service experience, required
- Management experience, preferred
Equipment and Technology Requirements
- Basic computer skills
- Working knowledge of laptop/desktop PC
- Proficiency in Microsoft Suite
- Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
Other Competency Requirements
- Ability to follow written instructions
- Ability to use computers and computer/software programs
- Ability to communicate expressively and receptively
Knowledge and Skills
- Proficiency in PC software, especially spreadsheet programs such as Excel;
- Results-driven with an aptitude to apply critical thinking skills, problem-solving, analysis, and sound judgment;
- Strong affinity for building rapport with team members and external stakeholders, explaining complicated information in an approachable and easily understood manner, effectively handling challenging phone conversations, and representing the Centria brand;
- Ability to organize, prioritize, and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
- Effective communication skills, both written and verbal, with internal and external stakeholders;
- Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
- Demonstrated strong work ethic with attention to detail, accuracy, and quality;
- Excellent interpersonal and listening skills;
- Experience analyzing and summarizing data clearly and concisely;
- Established track record of generating error-free work.
Working Conditions
- Centria's office hours are Monday through Friday from 8:30 AM – 6:00 PM.
- Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
- Overtime is not a planned part of this role; if required, overtime must be pre-approved in writing by a direct leader.
Physical Demands
While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.