Client Intake Lead

ABOUT US:

Playabilities is a multidisciplinary pediatric occupational, physical, and speech therapy clinic with two clinic locations in the Kansas City area (Leawood, KS and Prairie Village, KS). We provide personalized, intensive, and client-centered therapy services for children with various neurodevelopmental disabilities including developmental delays, autism, and sensory processing disorder. We provide a relaxed, yet professional work environment consisting of a collection of highly motivated, self-driven therapists and administrative team members who feed from each other’s love for their job and compassion for helping our families. The culture of our clinic is service-oriented, and our highest objective is providing the best possible treatment and care for our clients, every step of the way.  

Playabilities takes great pride in having culture of belonging and excellence. Each employee embodies Playabilities’ Core Values.

Passionate about making a difference

We are energized through serving others.

Learn and innovate

We strive for personal and professional growth to continuously better serve our company and community.

Do the right thing

We prioritize relationships and make all decisions, but especially people decisions, with integrity.

We build a village

We provide connections and build relationships as a foundation of our services. We build skills and resilience after this foundation is built.

Share joy and have fun

We approach our interactions with our families with the intention of helping them achieve and maintain “joie de vivre” or joy of life!

JOB DESCRIPTION:

At Playabilities, we pride ourselves on fostering meaningful connections with our clients and guiding families through the first steps of their therapy journey. Under the general direction of the Scheduling Optimization Manager (SOM), the Client Intake Lead (CIL) plays a crucial role in ensuring every client and their family experiences a smooth and supportive integration process into Playabilities services across all clinic locations. The Client Intake Lead executes the Lead Journey of the intake process and stays abreast of best practices in the EMR set-up and configuration to ensure the process is as smooth and efficient as possible for families.

In this position, the CIL will engage directly with families to schedule evaluations, making their introduction to Playabilities welcoming and stress-free. This team member oversees the process from start to finish, including requesting initial prescriptions and following up with families to ensure their access to the patient portal and medical history.

The CIL also supports administrative workflows through TBVPN (Therapy Benefit Verification and Patient Notification), optimizing the flow of incoming therapy evaluations, and collaborating with external care providers to obtain a script for therapy services. This role requires exceptional communication, organizational skills, and a commitment to Playabilities’ mission of making a difference in the lives of children and their families.

The CIL will communicate professionally and promptly with families ensuring the needs of the clients, therapists, and clinic are being met and exceeded. The expectation is that all communication is returned within one business day.

Confirming insurance coverage for our services, the CIL will address eligibility questions and recommend solutions to any barriers to accessing care. This role extends beyond client interaction to include oversight and reporting on key performance indicators on a weekly and monthly basis to ensure management and leadership are kept updated on the intake flow, reasons for not accessing services, conversion and recapture rates, and other crucial metrics.

The CIL will continuously support the organization with implementing strategies to ensure we are always improving current processes/practices of the organization. May be asked to participate or lead ad hoc workgroups. They will utilize appropriate interpersonal techniques to resolve difficult patient situations if/when necessary.

Playabilities’ Team Members will constantly strive to be the best pediatric therapy service provider in the region by continuously improving, going above and beyond, exceeding all expectations, and practicing Playabilities’ Core Values. All Playabilities Team Members are required to adhere to the Health Insurance Portability and Accountability Act (HIPAA) and maintain strict confidentiality concerning all patient, employee, and company proprietary information.  The Client Intake Lead holds a position of trust and responsibility, entailing access to confidential information related to business strategies, financial data, employee records, proprietary knowledge, and other sensitive information. As such, they are expected to abide by the confidentiality guidelines in the Employee Handbook.

Other duties as assigned.