Director of Client Engagement – Success

🔥 12 hours ago

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AnswersNow

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚕️ Healthcare Insurance

📡 Telecommunications

📚 Education

💰 $11M Series A on 2023-02

Healthcare Insurance • Telecommunications • Education

AnswersNow is a company dedicated to providing virtual autism support for families everywhere. They offer ABA therapy on an engaging virtual platform, aiming to make support accessible without a waitlist, and they work with all major insurance carriers including Medicaid. The company tailors their evidence-based care to address the specific needs and priorities of each family. Their team includes board-certified behavior analysts (BCBAs) with extensive training, who provide one-on-one expert support through their proprietary digital platform, allowing for therapy sessions to be conducted in a family-friendly environment. AnswersNow's mission is to empower families with flexible, quality care and to make the world more inclusive for individuals with autism.

📋 Description

• 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