Case Manager / Office Manager
Reports To: Chief Operating Officer (COO)
Position Summary
The Case Manager / Office Manager serves as the primary administrative liaison between Heartwise Support, our families, and our clinical team. This position oversees intake coordination, office operations, and day-to-day administrative functions while ensuring families receive exceptional communication and support throughout their ABA journey.
Primary ResponsibilitiesFamily & Client Case Management (40%)
- Serve as the primary point of contact for families regarding scheduling and administrative needs.
- Coordinate client intake from referral through admission.
- Monitor insurance authorizations and alert leadership of upcoming expirations.
- Assist families with required documentation and paperwork.
- Coordinate schedule changes, vacations, and service interruptions.
- Maintain accurate client records in CentralReach.
- Follow up with families regarding attendance concerns.
- Coordinate communication between families and BCBAs when administrative support is needed.
Office Management (30%)
- Manage daily office operations.
- Maintain office supplies and clinic organization.
- Answer phones and respond to general inquiries.
- Process incoming mail and documentation.
- Coordinate equipment and facility needs.
- Maintain organized electronic and physical records.
- Support compliance documentation and audits.
Scheduling & Staff Support (20%)
- Assist with therapist scheduling.
- Assist with coordinating coverage for staff absences.
- Monitor staff schedules for efficiency.
- Assist leadership with meetings and calendars.
- Prepare materials for trainings and staff meetings.
Administrative Support (10%)
- Assist the COO with special projects.
- Prepare reports and spreadsheets.
- Support marketing events and community outreach.
- Coordinate office events and recognition activities.
- Maintain confidential personnel and client information.
Desired Qualifications
- Experience in healthcare, ABA, education, or human services.
- Strong organizational and multitasking abilities.
- Excellent written and verbal communication skills.
- Experience with electronic medical records (Excel, Word, and CentralReach preferred).
- Knowledge of insurance authorizations and scheduling is a plus.
- Ability to maintain confidentiality and professionalism.
Key Performance Indicators (KPIs)
- New client intake completed within established timelines.
- Insurance authorizations tracked with no lapse in services.
- Family inquiries responded to within one business day.
- Scheduling changes completed accurately and promptly.
- Office tasks completed on time.
- High family satisfaction with communication.
- Accurate documentation and record maintenance.
Success in This Role
A successful Case Manager / Office Manager will:
- Keep families informed and supported.
- Prevent interruptions in client services.
- Maintain an organized, efficient office environment.
- Reduce administrative burden on BCBAs.
- Allow the COO to focus on strategic growth and operational leadership.
- Help Heartwise deliver a seamless experience from referral through ongoing treatment.
Pay: $27.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
