Job Title: Client Services Coordinator
Reports to: Client Services Manager
FLSA Classification: Full-time Exempt
Effective: December 12, 2017
Adheres to CSD Commitment to Quality Standards.
Schedules direct-service sessions for clients with Behavior Specialists in accordance with the
following productivity metrics:
-Client should not be on CSD’s waiting list for more than 2 weeks at any given time
-Behavior Specialists are to be scheduled for at least 85% of their available hours
-100% of the clients’ accepted hours are to be scheduled within the 1st month of treatment
-Clients are to be scheduled a minimum of 5 hours within the first 2 weeks of the beginning of
Communicates staffing needs to Recruiting at least once per week and provides the following
-Numbers of hours that need to be staffed
-Block-schedules that need to be staffed
Schedules substitute sessions for sessions canceled by Behavior Specialists and families within
1 week for clients that are utilizing all of their authorized hours and within 2 weeks for clients
that have additional hours.
Obtains Intake information from Intake Service Coordinator in order to project future staffing
needs for clients in assessment or direct-to-treatment clients.
Modifies scheduled appointments by the 2nd day of receiving the notification and ensures that
all modifications are accurately made by the end of the billing and payroll cycle.
Once new authorizations are inputted onto the billing and scheduling system updates the client
schedule within 3 days and before the end of the payroll and billing cycle for affected sessions.
Updates client and Behavior Specialists availabilities every 2 months and stores information on
scheduling system. Responsible for calling clients and Behavior Specialists regularly to ensure
the maximization of hours for both clients and Behavior Specialists.
Updates scheduling system on a weekly basis to ensure the successful conversion of all billable
sessions and non-billable sessions, such as linking clinical teams on scheduling system.
Obtains clearance from HR and Training Department for the start of sessions for newly- hired
Communicates and collaborates with Regional Directors, Program Supervisors/Coordinators and
Clinical Directors to ensure the appropriate clinical assignment of Behavior Specialists.
Coordinates MLS & HLS appointments to bill in accordance with authorized hours and to
Attends staff meetings, in-services, trainings, and other meetings as requested.
Performs other duties as requested by the Director of Operations.
Positions Supervised (Direct Reports):
Minimum Education or Training Equivalent to:
- Undergraduate degree preferred. Associate’s degree from an accredited college or university
or the equivalent of two years of college coursework at an accredited college or university.
Minimum Years of Additional Related Experience:
- One year of scheduling experience in the medical field.
- One year of customer service experience.
- One year of experience working with medical and clinical providers.
- Competent in the usage of Microsoft Office Suite
Special Qualifications (Skills, Abilities, Licenses):
- One year of experience scheduling ABA services.
- Familiar with ABA services for clients with Autism
- Sensitive to working with an ethnically, linguistically, culturally, and economically
- Able to work in multiple program service areas.
- Able to communicate effectively verbally and in writing.
- Able to consistently demonstrate good judgment and decision-making skills.
- Able to exercise confidentiality and discretion pertaining to the work environment.
- Able to appropriately interpret and implement policies, procedures, and regulations.
- Able to obtain criminal record clearance through Department of Justice.
- Able to travel to multiple work sites; reliable transportation needed (proof of valid
drivers license ,current auto insurance identification card, and acceptable driving record
per NIAC standards is required).
Physical Requirements (Approximate Percent per 7.5-hour Workday):
- Frequent speaking and listening (50%) to clients, staff, and other professionals in
meetings and on the phone.
- Occasional bending to enter, walking to, sitting, and using upper and lower limbs to
drive car to and from home visits and meetings (10%).
- Sitting and maintaining close visual attention to write reports and work at the computer
- Occasional lifting, carrying, and loading/unloading toys and materials used in home visits