Family Liaison- (Center Based)

Description

HIG123

The Family Liaison plays an integral role in ensuring client satisfaction and access to services by supporting client outreach, intake, and ongoing education. The Family Liaison also provides operations support for their center, including ordering, maintenance and equipment, client and staff scheduling, and general administrative support 

Requirements

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Regular and reliable attendance is an essential function of this position. 

• Effectively communicate with potential clients to assess their needs and determine eligibility for services offered

 • Update client and employee census data to manage client wait lists • Answer the telephone and follow-up with website and phone inquiries

 • Assist families through intake process and verification of necessary documentation required 

 • Ensure insurance verification is completed and authorization is received prior to scheduling intake assessment with necessary clinician

 • Notify caregivers of benefit and authorization information

  • Submit family satisfaction surveys on regular schedule

 • Actively engage with clients on a set schedule (including monthly family newsletters) to foster strong relationship and proactively address question or concerns

 • Management and completion of client agreements and forms from intake to an annual basis

 • Maintain a database of community resources for referrals and coordination of care

• Assist with outreach to and collaboration with local providers and other referral sources to provide information on ACP treatment hub locations and offerings

 • Perform regular client audits of necessary documentation and signatures as outlined by ACP Compliance team

 • Assist with request for continuation of care and coordination of care

 Scheduling Responsibilities: 

• Enter and update schedules of ABA across clients and employees within the center

 • Manage cancellations as they occur and arrange for coverage 

• Communicate scheduling information with clients and staff

 • Monitor EHR appointments for accuracy and completeness. Ensure errors are corrected in advance of payroll cycle.

  • Providing back-up coverage for staff breaks as needed Operations Responsibilities:

 • Facilitate ordering of necessary material 

 • Coordinate maintenance and repair requests.  • Coordinate IT support Including requests for center laptops and tablets, maintenance of hardware inventory, and submission and follow up on center IT tickets 

 • Administrative support including faxing, filing, scanning, shredding, among others

 • Maintain organization and orderliness of the office

 • Performing routine, daily office cleaning. More frequent, thorough cleaning will be required and documented while COVID pandemic guidelines are in place.  

• Coordinating with Recruitment to greet prospective staff and give center tours and with HR to greet new employees 

Competencies

 • Strong attention to detail 

• High degree of confidentiality 

• Excellent verbal, written, and interpersonal communication skills, including phone and email presence

 • Excellent time management and organization skills 

• Reliable and agile, with the ability to establish priorities and handle multiple tasks

• Demonstrate strong initiative and independence in achieving goals 

• Proficient in Microsoft and Adobe applications • Ability to run and analyze reports and database analytics 

• Takes responsibility and ownership for a problem, project, or issue • Flexibility to adapt to the needs of the organization and clients 

 • Flexibility to adapt to the needs of the organization and clients 

 Education and Experience

 • Associate degree required; Bachelor’s degree preferred

 • Two years of experience in clerical/office support work; clinical/medical setting preferred.