Field Staff Manager

Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.

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Position Summary

The Field Staff Manager is responsible for overseeing and managing all operational aspects within Centria Autism, including developing and managing schedules for Behavior Technicians, coordinating and overseeing assessments for clients, coordinating staffing activities, and serving as a liaison with facility management to help maintain a clean and safe working environment. This role will also develop strategies and initiatives to improve client and Behavior Technician retention. The Field Staff Manager will play a vital role in ensuring smooth operations and maintaining high-quality standards throughout the organization. It is important that the Field Staff Manager builds strong relationships with families and maintains high family satisfaction.

Success Measures

Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, a high level of compliance, and maintaining family satisfaction. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.

Duties and Responsibilities

1. Scheduling Coordination
   • Develop and manage schedules for Behavior Technicians, ensuring optimal coverage and adherence to company policies and guidelines.
   • Coordinate and oversee the scheduling of assessments for all clients, including the option to assist with re-assessments when necessary.
   • Align families, Behavior Technicians, and Supervising Clinicians to start new cases and confirm authorization, ensuring a smooth case start.
   • Coordinate staffing activities, including permanent staff allocation, substitution arrangements, and assigning multiple Behavior Technicians to clients as needed.
   • Assist clients seeking center tours.
   • Confirm schedules weekly with Behavior Technicians and families.
2. Oversee Behavior Technicians and Operational Processes
   • Monitor Behavior Technician attendance and professionalism, in consultation with the Area Operations Director (AOD), and implement measures to maintain high performance standards.
   • Ensure smooth coordination of care for clients, including effective communication and collaboration with healthcare providers.
   • Address and resolve issues related to paper document management, implementing efficient solutions to enhance accuracy and productivity.
3. Ensure the Operations Workflow Runs Smoothly by Coordinating with Other Departments and Families
   • Facilitate effective communication and handoff processes between the Onboarding and Intake Teams and the Operations Team for seamless transition and service initiation.
   • Review and coordinate conversations regarding insurance changes for clients, changes in case status, and ensure timely confirmation of authorizations.
   • Develop strategies and initiatives to improve client and Behavior Technician retention rates.
   • Ensure ongoing engagement with clients, including before the start of services and/or while they are on hold, addressing their needs and concerns, and maintaining a high level of customer satisfaction.
4. Maintain Compliance Regulations
   • Ensure compliance with the dormant policy, manage offboarding processes for team members, and oversee the collection of iPads from departing team members.
5. Oversee Financial Processes
   • Oversee payroll and billing processes, ensuring accuracy, timeliness, and compliance with relevant regulations.
   • Provide administrative triage and one-call resolution for authorization and coordination of benefits (COB) issues,