Director of Client Engagement – Success
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Job Description
Director of Client Engagement overseeing family engagement strategy at AnswersNow, a virtual ABA therapy platform. Ensuring high retention and successful clinical outcomes for families with autism.
Responsibilities:
- Define the end-to-end family engagement strategy to ensure high retention and successful clinical outcomes.
- Identify and mitigate Social Determinants of Health (SDOH) that create barriers to consistent treatment for families.
- Oversee the family experience from the point of intake through assessment, treatment, and eventual discharge.
- Develop and maintain a robust network of community partners, outside agencies, and higher levels of care (HLOC) for referrals.
- Create innovative parent-engagement initiatives to drive the timely completion of clinical assessments and treatment goals.
- Provide high-level support for families in crisis, offering resources for financial stability, housing, or specialized advocacy.
- Partner with clinical leadership to ensure family engagement efforts are synchronized with the child’s clinical treatment plan.
- Establish the 'Family Success Playbook,' documenting SOPs for care coordination that can be scaled as the team grows.
- Act as the senior escalation point for complex family situations that require a high degree of empathy and creative problem-solving.
- Collaborate with the Ops team to ensure that scheduling and administrative logistics support, rather than hinder, the family's journey.
- Communicate with families on pauses in care and next steps.
- Strategize and deploy AI-enhanced workflows to automate routine family interactions and administrative logistics, maximizing the team's capacity for high-touch client engagement efforts.
- Harness AI-driven predictive analytics to identify real-time trends in family engagement and potential barriers to care, allowing for proactive, data-informed interventions at scale.
- Evaluate and implement AI-powered tools for automated resources to ensure consistent, high-quality family support while maintaining operational efficiency.
- Oversee all clinical appeals (from submission through final determination) and all external Peer-to-Peers and Peer Reviews; analyze outcomes for systemic change.
- Collaborate with payers and agencies on utilization-related clinical issues and resolution.
Requirements:
- Education & Experience: Master’s degree in Social Work (MSW), Human Services, Psychology, or a related clinical field preferred. 7+ years of experience in care coordination, family advocacy, or case management in a healthcare setting.
- Subject Matter Expertise: Deep subject matter expertise in the Medicaid system and the specific challenges facing families with autism.
- Leadership: Experience in a leadership or 'Manager of Managers' capacity, with the ability to build and mentor a future team. Proven track record of managing high-needs caseloads with a focus on empathy and professional integrity.
- Strategic & Tech-Enabled: History of working in a digital health or tech-enabled environment to drive patient success. Exceptional creativity in solving for patient engagement and behavioral follow-through.
- Resource Management: Strong 'Resource Mapping' skills with an existing knowledge base of community and financial resources.
- Data Translation: Ability to translate complex social barriers into actionable data for the Senior Leadership Team.
- Cross-Functional Focus: Strong cross-functional collaboration skills, particularly with Clinical, Ops, and Product teams. A mission-driven approach to improving the lives of pediatric populations in underserved communities.
Benefits:
- Fully remote – work from anywhere in the U.S.
- Flexible hours with an async-friendly team culture
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