Now Hiring
Family Success Coordinator
The Family Success Coordinator is the primary point of contact for families from their first inquiry through ongoing service, and serves as the operational hub connecting families, intake, billing, and the transportation team.
Key Responsibilities
- Answer and manage all phone calls and inquiries received through the Covered Journey website contact form
- Schedule and coordinate intake meetings with families
- Manage the day-to-day operation of the CRM system, maintaining accurate and up-to-date family and client records
- Process family payments and invoices, and monitor account balances and outstanding fees
- Ensure all required intake, medical, waiver, and authorization forms are completed and filed
- Verify required documentation and approvals are on file before scheduling service
- Schedule transportation once a family has been approved for service
- Coordinate scheduling, routing, and trip changes with the Transportation Specialist team
- Communicate proactively with families regarding schedule confirmations, changes, and outstanding needs
- Track waiver/authorization periods and follow up with families and support coordinators before expiration
- Support new-family onboarding and walk families through the intake and approval process
- Maintain confidentiality of family and client information in accordance with Company policy
- Provide general administrative and office support as needed
Qualifications
- High school diploma or equivalent required; some college or relevant experience preferred
- Prior experience in customer service, scheduling, care coordination, or office administration
- Comfortable learning and managing CRM or scheduling software
- Basic bookkeeping/billing familiarity; comfortable handling payment processing
- Familiarity with Medicaid waiver programs (e.g., NOW/COMP) a plus, not required
- Warm, patient, and clear communicator with families of individuals with developmental disabilities or autism
- Highly organized, detail-oriented, and able to manage multiple priorities
- Proficient with Microsoft Office / Google Workspace