Success Coordinator

Purpose of Position

The Success Coordinator is a community-based advocate for individuals receiving multiple services throughout Imagine! supporting them from intake through ongoing service management. This position is the single point of contact for internal and external customers, ensuring seamless communication, collaboration, and service alignment. The Success Coordinator is responsible for maintaining a working knowledge and the documentation on the individuals on their caseload, staying in regular contact with all team members involved, and ensuring services meet personalized goals.

Essential Duties/Responsibilities

1. Individual Advocacy and Coordination

1. • Builds and maintains an in-depth understanding of the individuals on their caseload, including their goals, preferences, and progress.

• Maintains regular contact with team members, individuals, and families to provide updates, address concerns, and support service delivery.  This includes, but is not limited to, monthly check-ins and quarterly meetings.
• Works with teams to resolve concerns and complaints raised by individuals, their families or caregivers. 

1. Service Management and Quality Assurance

• Acts as a single point of contact for individuals on their caseload, ensuring timely communication and collaboration across programs and teams.
• Reviews programmatic documentation including General Event Records (GERs) in the Electronic Health Record system (EHR) to stay apprised of individual progress.
• Coordinates services to ensure individuals meet personalized goals, ensuring alignment with Imagine!’s person-centered practices.
• Meets regularly with service leadership and attends staff meetings to stay informed of individual progress and provide individual specific training.
• Collaborates with department teams  for individuals accessing multiple services, to include developing initial protocols and service plans.
• Tracks service utilization across departments providing follow-up and guidance to ensure individuals are receiving appropriate support.
• Submits unit requests, receives service plan revisions and collaborates with members of the billing team to ensure funding is in place for services.

1. Compliance

1. • Completes intake/onboarding process for individuals receiving services at Imagine! excluding any individual enrolled in residential services.
   • Works with program leaders to collaborate on the Person-Centered Support Plan and is responsible for compliance with Rights Modifications and line of sight requirements.
   • Submits Human Rights Committee (HRC) reports for individuals on their caseloads.

• Maintains current, up-to-date knowledge of applicable regulatory issues and changes that impact program compliance and Imagine! policies and procedures.
• Assists with the development and ongoing maintenance of Individual Support Plan (ISP) programs.
• Supports community-based service monitoring to promote consistent, person-centered care.
• Monitors and tracks data to ensure residential programmatic compliance.

Other Duties/Responsibilities 

• Participates in organizational efforts to improve processes, collaboration, and quality service delivery.
• Maintains up-to-date knowledge of Imagine! services, regulatory requirements and industry best practices.
• Maintains professional relationships with Imagine! stakeholders. 
• Performs other duties as assigned. 

Job Qualifications

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. 

Internal candidates only