Key Autism Services is a leading Applied Behavior Analysis (ABA) therapy service provider, dedicated to empowering individuals and their caregivers through skill-building and celebrating neurodiversity. We prioritize listening and learning to understand the unique strengths and needs of each family we serve. Our approach is centered around fostering functional, significant, and meaningful skills that enhance the quality of life for our clients. We believe in the power of skill-building to unlock potential and promote independence, rather than focusing on changing fundamental traits. Rooted in the principles of ABA, our therapy services cover a wide spectrum of skill development areas, including communication, social skills, academics, vocational competencies, hygiene, and motor abilities. We recognize and honor the diversity of each individual, working collaboratively with caregivers to tailor our services to meet their specific goals and aspirations. At Key, we are committed to providing compassionate and comprehensive care to every individual and family we serve. Our dedicated team of professionals in the back office plays a crucial role in developing rapport with our families and ensuring the seamless delivery of our services.

POSITION SUMMARY

As a Client Onboarding Specialist, you will serve as the primary point of contact for prospective clients and their families, providing personalized support and guidance throughout the onboarding process. The primary objective of your role will be to get clients identified and onboarded to the initial assessment. You will be instrumental in ensuring a positive experience for clients as they begin their journey with our organization.

PRIMARY DUTIES & RESPONSIBILITIES

• Act as the first and sole point of contact for prospective clients, responding to inquiries and providing information about our services professionally and courteously, from the time of referral until archived or moved to assessment.
• Responsible for tracking progress and following up with other teams about missed SLAs before the assessment.
• Lead a cross-functional weekly meeting with state-level Clinical, Business Development, and Operations team members to review KPIs, metrics, progress, current status, and needs. · Utilize data and platforms to identify and target prospective clients who match our service openings based on geography and time availability.
• In collaboration with the State Director, assign prospective clients to the destination BCBA. · Conduct initial caregiver interviews to gather relevant information about prospective clients' needs and preferences.
• Guide prospective clients through the onboarding process, building rapport, explaining benefits and financial liability, and gathering necessary documentation.
• Collaborate with other departments to ensure a smooth transition for clients into our services, providing ongoing support and assistance as needed. Complete a warm introduction to the assessor BCBA before assessment initiation.
• Maintain accurate and up-to-date records of team meetings, client interactions, and progress throughout the onboarding process.
• Provide regular updates to clients and their families regarding the status of their onboarding process, addressing any questions or concerns that may arise.
• Participate in team meetings and training sessions to enhance your knowledge of our services and improve the overall client experience.
• Uphold confidentiality and privacy standards when handling sensitive information related to clients and organizational operations.

REQUIREMENTS

• High school diploma or equivalent required; Associate or Bachelor's degree preferred.
• Previous experience in a customer service or client-facing environment.
• Strong written and verbal communication and interpersonal skills, with the ability to build rapport and establish trust with clients and their families.
• Excellent organizational and time management abilities, with a keen attention to detail.
• Proficiency in utilizing technology and software systems for client management and communication.
• Flexibility to adapt to changing priorities and business needs.
• Commitment to upholding the values and principles of Key and promoting a culture of inclusivity and diversity.

WORK SCHEDULE

Standard business hours. This is an exempt, salaried position which may require work during non-standard hours if/when the need arises