• Client Care Coordinator

    Job Locations US-WI-Madison
    Hire Type
    Regular Full-Time
    # of Openings
    Job ID
  • Overview

    Job Summary

    The Client Care Coordinator (CCC) is responsible for the coordination of services and schedules between  East and West Madison clients, Caravel clinical staff and caregivers.  Serving as a business partner to clinical teams and Talent Acquisition team, the CCC will ensure client committed hours are fully staffed by internal hires or external hires to best meet the needs of the client.  The CCC facilitates the timely onboarding of new clients by being an expert resource in scheduling.  The CCC monitors timely completion of training hours of new BTs and their onboarding to Caravel to make them quickly feel like a valued member of the team.  The CCC will monitor and manage Behavior Technician hours to ensure adequate staffing and continuity of care and minimize cancellations.  Central Reach will be used to ensure conversion of appointments. The CCC acts as an expert resource for BTs in using Central Reach.



    Essential Functions:

    1. Enters and maintains schedules of clients and Behavior Technicians in Central Reach to more efficiently determine staffing availability and completion of treatment hours. Utilizes software for scheduling and tracking purposes.
    2. Generate report regularly regarding RBT supervision, Lead BCBA visits mandated by insurance companies
    3. Contacts Seniors, Floater Staff and BTs to find coverage for cancellations.
    4. Maintains BT schedules and availability. Deploys internal BT staff as appropriate. 
    5. Tracks cancellations (by family or by staff) and monitors to ensure hours are made up.
    6. Communicates frequently with Seniors regarding staff schedules, training schedules, staff availability changes, staff cancellations, and schedule changes. Proactively responds to schedule cancellations and deploys Floater Staff, BTs and/or Senior Staff as needed.
    7. Alerts management to relevant issues that may be preventing CAH from meeting client staffing commitments. Actively participates in problem resolution discussions.
    8. Provides suggestions for process improvements, policy changes, etc. to enhance our staffing and scheduling efficiency and ability to meet client expectations.
    9. Documents all procedures within the scope of this position.
    10. Maintains positive, professional relationships with clients and Caravel staff.
    11. Consistent and regular attendance is a requirement of the position.


    Non-Essential Functions/Other DutiesOther duties as assigned. 


    Travel RequiredOccasional travel. 


    Physical DemandsThis is largely a sedentary role, with frequent sitting and computer keyboarding required.  Employee will be required to sit, talk, hear, type and write.  Occasional bending, squatting, stooping, and lifting (up to 35 pounds) is required. 



    • High school diploma or equivalent required. Prefer some college coursework, ideally in a business or human services discipline.
    • At least two years of previous office or clinical experience.
    • Prefer previous scheduling and/or staffing related experience.
    • Customer service orientation and sense of urgency in helping clients receive scheduled treatment.


    Skills and Competencies:

    • Supports CAH mission and values in all aspects of role and responsibilities.
    • Strong keyboarding and computer skills to include MS Office (Outlook, Word, Excel). Previous experience utilizing automated scheduling software is highly desired.
    • Excellent attention to detail with strong organizational and time management skills.
    • Able to plan and prioritize workload to meet goals, deadlines, and commitments. Good follow-through and dependability. 
    • Displays initiative and possesses a sense of urgency. Able to work independently with a minimum amount of direction and/or supervision.
    • Strong analytical and problem solving skills. Ability to identify and implement process improvements to enhance efficiencies and continually improve upon service delivery.
    • Excellent verbal and written communication skills. Effective listening skills.
    • Strong customer service focus, with the ability and desire to meet internal and external client needs. Helpful and pleasant in all interactions and willing to contribute in a team environment.
    • Excellent interpersonal skills, with the ability to build and maintain professional relationships. Effectively serves as a liaison between clinical and office staff.
    • Ability to remain flexible, resilient, and calm in a constantly changing, fast paced work environment.
    • Displays professionalism and represents organization in a professional manner.
    • Demonstrates initiative, ability to abide by ethical guidelines and policies, including strict adherence to confidentiality and HIPPA guidelines.



    • Must be 18 years old or older.
    • Must be able to pass a Background Check


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