Client Care and Scheduling Coordinator

Level-Ahead-Aba; Georgia; On-site; USD 42,000 - 65,000; Full time

Job summary

Level Ahead is seeking an ambitious Client Care & Scheduling Coordinator to oversee ongoing administrative support for our clients. This role will serve as the primary point of contact for families, manage client schedules, coordinate ongoing needs, and help ensure that authorized service hours are scheduled and delivered.

This is not simply a schedule-maintenance role. We are looking for someone who will take ownership of increasing both scheduled and rendered hours by identifying gaps,

Qualifications

• Experience in scheduling, client care, or healthcare administration.
• ABA or behavioral healthcare experience preferred.
• CentralReach experience is a plus.
• Strong organizational, follow-up, and problem-solving skills.
• Excellent written and verbal communication.

Responsibilities

• Manage client and family scheduling and coordination.
• Maintain accurate scheduling and case information across teams.
• Conduct monthly check-ins with families and provide updates.
• Respond promptly to scheduling and service-related questions.
• Identify unused hours and barriers to service delivery and propose solutions.
• Coordinate restaffing needs with HR and keep families informed.

Skills

Scheduling

Client care

Case coordination

Healthcare administration

Communication

Organization

Problem-solving

Tools

CentralReach

Job description

Position Overview

Level Ahead is seeking an ambitious, proactive, and family-focused Client Care & Scheduling Coordinator to oversee ongoing administrative support for our clients. This person will serve as a primary point of contact for families, manage client schedules, coordinate ongoing needs, and help ensure that authorized service hours are scheduled and delivered.

This is not simply a schedule-maintenance role. We are looking for someone who will take ownership of increasing both scheduled and rendered hours by identifying gaps, resolving barriers, and consistently following through with families and team members.

Key Responsibilities

• Client and Family Experience
• Build positive, professional relationships with families.
• Serve as the primary administrative contact for ongoing client needs.
• Conduct monthly check-ins with families to assess their experience, discuss concerns, and identify needed support.
• Respond promptly to scheduling and service-related questions.
• Ensure families feel informed, supported, and cared for throughout their time with Level Ahead.
• Escalate clinical or other specialized concerns to the appropriate team member.
• Scheduling and Service Utilization
• Create and enter client schedules in CentralReach.
• Make ongoing scheduling changes and adjustments accurately and promptly.
• Proactively maximize schedules so clients receive as many of their authorized treatment hours as possible.
• Take ownership of increasing both scheduled and rendered hours.
• Identify unused authorized hours, scheduling gaps, cancellations, and other barriers to service delivery.
• Develop and implement solutions to improve schedule utilization and reduce missed hours.
• Coordinate with families and team members to resolve scheduling issues.
• Monitor the difference between authorized, scheduled, and rendered hours and take action when performance falls below expectations.

Case Coordination

• Coordinate the administrative needs of each client's case across families, clinical team members, HR, and other internal departments.
• Track and follow up on outstanding needs that could delay or interrupt services.
• Communicate relevant scheduling and staffing updates to all appropriate parties.
• Maintain accurate and up-to-date scheduling and case information.
• Restaffing Coordination
• Identify cases requiring restaffing or additional team members.
• Communicate staffing needs clearly and promptly to HR.
• Partner with HR throughout the restaffing process and follow up until coverage is secured.
• Keep families and clinical team members informed about restaffing progress.
• Coordinate staffing needs with HR without directly owning employee recruiting or hiring.

Key Performance Indicators

• Percentage of authorized hours scheduled
• Growth in the number and percentage of scheduled hours
• Percentage of scheduled hours successfully rendered
• Growth in the number and percentage of rendered hours
• Client and family satisfaction with the Client Care team
• Timeliness and accuracy of scheduling updates
• Responsiveness to ongoing client and family needs
• Successful coordination and follow-through on restaffing needs

Qualifications

• Ambitious, results-oriented, and motivated to improve performance
• Comfortable taking ownership of measurable outcomes, including scheduled and rendered hours
• Experience in scheduling, client care, case coordination, healthcare administration, or a related role
• ABA or behavioral healthcare experience strongly preferred
• Experience using CentralReach preferred
• Strong organizational, follow-up, and problem-solving skills
• Excellent written and verbal communication
• Ability to manage multiple cases and competing priorities
• Strong attention to detail and the ability to collaborate across departments
• Ability to communicate warmly and professionally with families

What Success Looks Like

A successful Client Care & Scheduling Coordinator does more than maintain existing schedules. This person actively looks for opportunities to increase scheduled and rendered hours, removes barriers that prevent services from taking place, and follows through until issues are resolved. At the same time, they ensure that families receive consistent, responsive support and have a positive experience with Level Ahead.