Director of Client Engagement – Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a comprehensive family engagement strategy to promote high retention rates and achieve successful clinical outcomes.

• Recognize and address Social Determinants of Health (SDOH) that impede consistent treatment for families.

• Manage the family experience from the initial intake through assessment, treatment, and final discharge.

• Build and sustain a strong network of community partners, external agencies, and higher levels of care (HLOC) for referral purposes.

• Innovate parent-engagement initiatives that encourage the timely completion of clinical assessments and treatment objectives.

• Offer high-level support to families in crisis, providing resources for financial stability, housing, or specialized advocacy.

• Collaborate with clinical leadership to align family engagement initiatives with the child’s clinical treatment plan.

• Create the 'Family Success Playbook,' which documents standard operating procedures for care coordination that can be scaled with team growth.

• Serve as the senior escalation point for complex family situations necessitating a high level of empathy and creative problem-solving.

• Work with the Ops team to ensure that scheduling and administrative logistics facilitate, rather than obstruct, the family’s journey.

• Keep families informed about any pauses in care and the subsequent steps.

• Plan and implement AI-enhanced workflows to automate routine family interactions and administrative tasks, thereby maximizing the team’s capacity for meaningful client engagement.

• Utilize AI-driven predictive analytics to track real-time trends in family engagement and identify potential barriers to care, enabling proactive, data-informed interventions at scale.

• Assess and adopt AI-powered tools for automated resources to provide consistent, high-quality family support while maintaining operational efficiency.

• Oversee all clinical appeals (from submission to final determination) and manage all external Peer-to-Peers and Peer Reviews; analyze outcomes for systemic improvements.

• Partner with payers and agencies on utilization-related clinical concerns and resolutions.

⛳️ Requirements

• Education & Experience: A Master’s degree in Social Work (MSW), Human Services, Psychology, or a related clinical field is preferred. At least 7 years of experience in care coordination, family advocacy, or case management within a healthcare environment.

• Subject Matter Expertise: Extensive knowledge of the Medicaid system and the unique challenges encountered by families with autism.

• Leadership: Demonstrated experience in a leadership role or 'Manager of Managers,' with the capability to build and mentor a future team. Proven success in managing high-needs caseloads with an emphasis on empathy and professional integrity.

• Strategic & Tech-Enabled: Experience in a digital health or tech-enabled environment focused on driving patient success. Exceptional creativity in addressing patient engagement and behavioral follow-through.

• Resource Management: Strong skills in 'Resource Mapping' along with a solid understanding of community and financial resources.

• Data Translation: Capacity to convert complex social barriers into actionable insights for the Senior Leadership Team.

• Cross-Functional Focus: Excellent collaboration skills across functions, particularly with Clinical, Ops, and Product teams. A mission-driven commitment to enhancing 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.