About Centria Healthcare: Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA's to focus on clinical issues and support Centria's dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.
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Position SummaryThe primary goal of the Client Recovery Specialist role is to identify clients at risk of discontinuing services and engage with their families to address and resolve factors contributing to potential discharge. The Client Recovery Specialist plays a crucial role in enhancing client satisfaction, retention, and overall service experience.
Success MeasuresSuccess measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, and a high level of compliance. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.
Rate$65,000 to $75,000 plus bonus potential annually
Duties and ResponsibilitiesMonitor client engagement and satisfaction levels regularly through direct feedback, surveys, and other metrics.Proactively identify clients at risk of disengagement or discontinuation of services.Initiate contact with families to discuss concerns, assess needs, and understand the root causes of dissatisfaction.Collaborate with clinical staff and case managers to develop and implement personalized intervention plans aimed at addressing specific client concerns.Facilitate and participate in meetings between clients' families and clinical teams to ensure clear communication and mutual understanding of treatment goals and expectations.Provide regular updates to management on client retention efforts and outcomes.Develop and maintain a detailed knowledge of company services, policies, and procedures.Advocate for clients' needs internally to ensure that service delivery is aligned with their expectations and requirements.Implement feedback mechanisms to capture insights from client experiences, using this data to drive improvements in service delivery.Track and report on key performance indicators related to client retention and satisfaction.Compliance with Centria's Code of Conduct, policies and procedures, and Federal and State laws.Responsibility to report violations of Company policies or the Code of Conduct.QualificationsEducationBachelor's degree in Psychology, Social Work, Behavioral Health, or a related field
Work ExperienceMinimum of 2 years' experience in client services or relationship management, preferably within the healthcare sector or ABA therapy settings
Equipment and Technology RequirementsWorking knowledge of laptop/desktop PCProficiency in Microsoft Suite (Word, Excel)Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)Other Competency RequirementsAbility to follow written instructionsAbility to use computers and computer/software programsAbility to communicate expressively and receptivelyKnowledge and SkillsStrong interpersonal and communication skills, with an ability to interact compassionately and effectively with diverse client populations.Demonstrated ability to resolve conflicts and manage client relationships.Knowledge of ABA therapy and the needs of individuals with autism is highly desirable.Excellent organizational skills and the ability to multitask and manage time effectively.Working ConditionsCentria's office hours are Monday through Friday from 8:30 AM – 6:00 PM.Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.Physical DemandsWhile performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.
