Client Relations Specialist

Position Summary

Position Mission

Essential Duties and Responsibilities

• Serve as the primary point of contact for visitors, clients, and vendors during front desk hours.
• Oversee all office management, including office cleaning schedules, organization, and supply inventory.
• Process incoming mail, packages, and deliveries.
• Manage office and therapy supplies to ensure consistent availability.
• Provide daily administrative support to BCBAs, including document preparation, file organization, and scheduling assistance.
• Monitor the physical environment to maintain a professional, clean, and welcoming workspace.
• Coordinate maintenance requests and follow-up to ensure timely resolution.
• Greet clients, families, and visitors, providing a professional and welcoming experience.
• Manage client intake process: respond to inquiries, gather required information, and assist families with documentation.
• Schedule assessments, therapy appointments, and follow-up sessions according to organizational guidelines.
• Monitor scheduling requests, changes, and cancellations, proactively communicating updates to clients and staff.
• Maintain confidential client records with accuracy and attention to detail.
• Assist with administrative tasks related to client onboarding, such as insurance verification and forms.
• Collaborate with clinical and administrative staff to ensure smooth operations.
• Address client and parent questions or concerns, escalating issues when necessary.
• Track and report client intake and scheduling data, contributing to operational improvements.
• Participate in staff meetings and ongoing training.
• Uphold compliance with HIPAA and organizational procedures

Scheduling & Client Coordination

• Manage therapy scheduling for clients and staff, proactively resolving conflicts or changes.
• Communicate professionally with clients, caregivers, and team members regarding appointments and updates.
• Maintain up-to-date and accurate client and schedule records in relevant systems (e.g., Central Reach).
• Assist in coordinating onboarding schedules and tasks for new client and new staff members.

Administrative & Executive Support

• Provide direct support to the Director of Operations and other leadership members with calendar management, travel arrangements, and meeting preparation.
• Draft and edit documents, reports, and presentations.
• Maintain organized systems for digital files, SOPs, and project documentation.
• Assist with special projects, internal process tracking, and follow-up on tasks.

Clinical Coverage (if RBT Certified)

• Provide temporary ABA support for clients when staff coverage is needed.
• Implement treatment plans under BCBA supervision and accurately record client data.
• Ensure continuity of care and uphold clinical integrity during support sessions.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent required; Bachelor’s degree preferred
• At least 2 years of experience in operations, administrative support, or healthcare/therapy scheduling
• RBT certification preferred or willingness to obtain
• Strong communication, multitasking, and organizational skills
• Proficiency with Microsoft Office Suite; Central Reach experience preferred
• Ability to handle sensitive and confidential information with discretion
• Reliable transportation and ability to work in person
• Must pass all applicable background checks

Key areas of focus

• Scheduling System – Develop and maintain an efficient and effective scheduling system for therapy sessions for clients, therapists, and staff members.
• Communication – Maintain clear and timely communication with clients, therapists, and staff regarding appointment schedules, changes, and reminders.
• Accuracy – Ensure all scheduling is accurate, up to date, and that clients are matched with the appropriate therapist based on their needs.
• Scheduling Efficiency – Monitor schedules to support therapist utilization and timely service delivery.
• Client Experience – Provide exceptional organization, responsiveness, and support throughout the client journey.
• Administrative Support – Assist with operational and administrative tasks such as filing, data entry, and office duties to ensure smooth day-to-day operations.
• Team Onboarding – Support timely and thorough onboarding processes for new staff.
• Cross-Functional Flexibility – Step in to support clinical or operational priorities as needed.
• Metrics & KPIs – Track, analyze, and report on scheduling performance metrics such as client satisfaction and therapist utilization to improve processes and outcomes.

Metrics

• Scheduling Accuracy: ≥ 90% of appointments scheduled without error
• Therapist Utilization: ≥ 90% of available therapist hours scheduled
• Project Completion: ≥ 90% of assigned tasks and projects completed on time
• Client inquiry response: Respond within 1 business day

Job Type:

• Full-time
• Monday- Friday 7:30-3:30 PM

Benefits:

• Competitive Compensation
• Work Laptop is provided
• 401(k)
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• Paid Holidays
  • New Year’s Day
  • Christmas Day
  • Thanksgiving Day
  • Independence Day
• Paid Sick Time
• Referral Program

Work Location:

• 7950 E Acoma Drive Suite 105 Scottsdale AZ 85260

Work Remotely:

• No