Family Child Advocate/ Scheduler/ Intake

JOIN US! North Shore Pediatric Therapy is looking for an enthusiastic and dedicated Family Care Advocate to join our incredible team in Evanston! 

We provide the BEST in-home and in-clinic ABA services to children with Autism Spectrum Disorders in addition to OT, PT, Speech Language and Mental Health Services. If you want to begin your career in a role where you can make a difference in the lives of children, we want to hear from you!

The Family Child Advocate (FCA) manages the client’s experience from intake to discharge with the goal of 100% satisfaction. The FCA works closely with our therapists and clinical management to maximize the organization’s productivity and overall quality of care. 

Snapshot of Role

• Send welcome email packet to new activated clients
• Answer the main intake line for potential clients
• Coordinate the therapists’ schedule based on clients’ needs and the therapists’ productivity requirements 
• Maintains blocks on therapists’ schedules with end dates 
• Obtain and input client’s personal and medical information into the medical software system
• Document all client communication in client’s chart
• Collect paperwork and ensure it is signed for all clients in clinic
• Collect credit card or form of payment from all clients per company policies 
• Follow up with prescriptions/RXs as needed from the referring physicians
• Provide clients with a tour of the clinic upon their first visit, and a welcome folder detailing all services and locations
• Create Magic Moments by providing outstanding customer service for children and their families  
• Maintain contact with the clients in order to assess level of satisfaction, as well as to find opportunities to enhance the experience
• Keep the facilities organized and clean at all times
• Manage continuity of care as new therapists come on-board and others exit
• Responsible for therapist’s schedules to assure productivity numbers are met
• Daily upkeep of wait list- check to see if there are any openings to fill on schedule
• Deliver articles, blogs regarding topics to families via email or regular mail
• Provide an outlet for clients who are dissatisfied and follow up on customer service complaints and if necessary, escalate to respective manager
• The FCA takes full responsibility to ensure that any client issues are handled in a way that sheds a positive light on the clinic 
• The FCA always ends each cycle of action taken on the client’s behalf with a call or letter to make sure the client was satisfied
• Contact course completed clients on a regular basis with the goal of reactivating them
• Participate in project management, and/or be a part of a project team
• Attends weekly clinical meetings/Huddles
• Make suggestions to improve the operational efficiency and effectiveness of the clinic
• Manage improvement projects to help bring value to the company
• Other duties as assigned 

Education, Experience and Skills:

• Bachelor’s Degree or 1-3 years of experience in related field (Clinic Customer Service, Administrative, etc.)  
• Excellent oral, listening, communication and self-awareness skills
• Proven history of providing client-centric care
• Prior scheduling experience needed
• Experience and knowledge of various insurance plans and the ability to explain the various coinsurance and co-payments to families as needed
• Self-motivated with the willingness and accountability to exceed client expectations
• Ability to work in a fast-paced environment with changing circumstances while maintaining a positive attitude
• Excellent organization, planning, prioritization and time-management skills
• Excellent interpersonal skills and have experience facilitating positive interactions

North Shore Pediatric Therapy (NSPT) is an equal opportunity employer. Employment at NSPT is based solely on a person's merit and qualifications. NSPT does not discriminate against any employee or applicant due to race, creed, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law.  It is NSPT’s policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.