New Family Coordinator

Heartland-Aba-1; Kansas City (MO); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health insurance 95% company-paid

401K with company match

Holiday Pay

PTO

Dental, Vision, Life Insurance

Job summary

Heartland ABA seeks a New Family Coordinator to oversee client intake and start-of-care processes across allocated entities. The role drives conversion of client leads into active clients, coordinating intake, authorization, assessments, and service initiation while ensuring compliance with insurance and company requirements.

The coordinator works with multiple departments to ensure timely start of care, maintains ongoing family communication, and supports company growth with efficient, scalable

Qualifications

• Bachelor’s or Master’s degree in Social Sciences or related field preferred.
• Experience in healthcare intake, ABA, care coordination, or client-facing operations preferred.
• Familiarity with insurance, authorization, and healthcare processes preferred.

Responsibilities

• Owns and manages all client leads, ensuring efficient progression from initial contact through start of care.
• Coordinates and oversees the intake process, ensuring documentation is collected, complete, and compliant.
• Ensures timely scheduling and completion of initial assessments with the BCBA Assessment Specialist.
• Tracks and facilitates authorization processes, ensuring submissions, follow-ups, and approvals.
• Coordinates with recruitment/sourcing and HR to support staffing for each client.
• Maintains efficient start-of-care experience for families.
• Communicates with families to provide updates, set expectations, and maintain engagement.
• Tracks client pipeline including intake, assessment, authorization, staffing, and start of care.
• Identifies delays and barriers, and takes action to resolve them.
• Develops systems to track progress, conversion rates, timelines, and pipeline performance.
• Aims for KPIs: 20 assessment authorizations and 80% start-of-care conversion monthly.
• Identifies process gaps and develops strategies to improve efficiency, scalability, and consistency.
• Contributes to building and refining workflows for company growth.
• Collaborates with Marketing, Clinical, Recruitment, and Regional teams to align priorities.
• Maintains and supports referral relationships through professional communication.
• Participates in team meetings and integrates feedback to improve processes.
• Upholds HIPAA, policies, and ethical standards; ensures confidentiality and regulatory compliance.

Skills

Lead management

Documentation

Organization

Tracking

Decision making

Multitasking

Communication

Computer proficiency

Education

Bachelor’s or Master’s degree in Social Sciences

Job description

Empowering every child. Supporting every family.

Current Openings

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ROLE:

New Family Coordinator plays a vital role in overseeing and coordinating the full client intake and start of care process across allocated entity/entities. The Client Growth Coordinator is responsible for optimizing the conversion of clients leads into active clients by ensuring efficiency across intake, authorization, assessment, and service initiation while maintaining full compliance with insurance and company requirements.

The New Family Coordinator collaborates with multiple departments to facilitate the timely start of care, ensuring clients are progressed through each stage of the pipeline efficiently, supporting both company growth and a high-quality family experience.

WHY JOIN US?

• Competitive compensation and benefits package
• Friendly office environment!
• Great exposure to the emerging field of Applied Behavior Analysis (ABA)
• A rewarding position seeing the results of children with ASD reach their full potential
  • Full Benefits package
  • Health insurance paid 95% by the company
  • Dental, Vision, and Life Insurance
  • 401K with a company match
  • Holiday Pay
  • PTO

RESPONSIBILITIES:

• Owns and manages all client leads, ensuring efficient progression from initial contact through start of care
• Coordinates and oversees the intake process, ensuring all required documentation is collected, complete, and compliant
• Ensures timely scheduling and completion of initial assessments in collaboration with the Assessment Specialist BCBA
• Tracks and facilitates authorization processes, ensuring submissions, follow-ups, and approvals are completed efficiently
• Coordinates with recruitment/sourcing and HR to support timely and appropriate staffing for each client
• Ensures an efficient and smooth start-of-care experience for families
• Maintains ongoing communication with families to provide updates, set expectations, and ensure engagement throughout the onboarding process
• Tracks and monitors the full client pipeline, including intake, assessment, authorization, staffing, and start of care
• Identifies delays, drop-off points, and barriers, and takes action to resolve or escape them
• Develops and maintains systems to track client progress, conversion rates, timelines, and overall pipeline performance
• Achieves key performance indicators (KPIs), including a minimum of 20 assessment authorizations and 80% start-of-care conversion rate in a given month
• Identifies process gaps and develops strategies under the guidance of the Director of Marketing and Patient Advocacy to improve efficiency, scalability, and consistency of the client onboarding process
• Contributes to building and refining workflows that support company growth
• Collaborates with Marketing, Clinical, Recruitment, and Regional teams to align on priorities, timelines, and client needs.
• Maintains and supports existing referral relationships through professional and consistent communication
• Participates in team meetings and integrates feedback to improve processes and outcomes.
• Adheres to all company policies and procedures, upholds ethical and professional standards, maintains client confidentiality, ensures HIPAA compliance, and complies with all relevant local, state, and federal regulations
• Demonstrates behavior that is aligned with the company core values

REQUIREMENTS:

• Proficiency in documentation, organization and tracking skills
• Exceptional attention to detail
• Decision making; Ability to multitask
• Computer proficiency
• Quick learner and ability to work in a fast-paced work environment where deadlines have to be met.

QUALIFICATIONS:

• Bachelor’s or Master’s degree in Social Sciences or related field preferred
• Experience in healthcare intake, ABA, care coordination, or client-facing operations preferred
• Familiarity with insurance, authorization, and healthcare processes preferred