Director, Customer Support

Found in: Careerbuilder One Red US C2 - 2 weeks ago

Glendale AZ United States Centria Autism Full time

Life Skills Autism Academy is a center-based therapy program focusing on children ages 2-6 who need Early Intensive Behavioral Intervention. Our mission is to help children living with autism write their own success stories.
As a leader in Centria Autism’s Applied Behavior Analysis (ABA) organization, the Director of Clinical Services will play a pivotal role in providing clinical case support and supervision to their local team of Supervising Clinicians. Their primary responsibilities will include leading a team of supervising clinicians in ensuring quality care is provided across process, performance, and outcome metrics for all clients through overseeing client data and performance metrics, data-based decision-making, delivering in-session coaching, resolving challenging cases, arranging additional supports, and removing barriers to enhance the performance of Supervising Clinicians. Additionally, they will implement performance improvement initiatives, conduct training for Supervising Clinicians and Behavior Technicians, and manage the onboarding and training process for new Supervising Clinicians. The Director of Clinical Services’ collaboration with the Area Director of Clinical Services, Practicum Leadership, and possible management of a small caseload will contribute to the overall success of Centria’s clinical services.
Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, and ensuring all clients meet the clinical performance and progress standards while partnering with the Operations Team to ensure clinician caseloads are maintained at the defined standard. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.
Use internal tools to review client data, documentation, treatment plans, and related performance metrics for all clients to ensure alignment with internal performance standards, best practices, and evidence-based approaches.
~ Offer comprehensive clinical case support and supervision to Supervising Clinicians by conducting case reviews, assisting with data-based decision making, and providing clinical recommendations and solutions.
~ Engage in problem solving for challenging cases by making data-based decisions, delivering in-session coaching, arranging additional supports, and reducing barriers to enhance performance.


~Driving Clinical Quality through Performance Management and Development
~ Use internal tools to review supervision practices and other performance metrics for their team of Supervising Clinicians to ensure alignment with internal performance standards, best practices, and evidence-based approaches.
~ Evaluate and manage clinical performance of Supervising Clinicians by setting clear expectations, providing coaching and feedback, and assisting in arranging the environment to influence successful performance.
~ Execute performance improvement initiatives provided by the Clinical Excellence Department (CED) to enhance the overall clinical services and outcomes of our organization, adhering to predetermined timelines.
~ Organize and lead group training for Supervising Clinicians, focusing on topics such as clinical skills development, effective supervision techniques, and adherence to organizational protocols.
~ Facilitate group training for Behavior Technicians, covering essential topics such as ABA principles, behavior management strategies, and treatment plan implementation.
~ Supervise the onboarding and training of new Supervising Clinicians, ensuring they receive comprehensive orientation, ongoing support, and mentorship.


~Collaboration and Escalation Management
~ Collaborate with the Area Director of Clinical Services and Operations Director to recruit, interview, and hire Supervising Clinicians.
~ Collaborate with the practicum leaders to provide supervision to practicum students serving as clinical supervisors, as needed.
~ Collaborate with the Area Director of Clinical Services to address and escalate matters of compliance, credentialing, case assignment, and scheduling for resolution.


~Attend corporate meetings and training as scheduled.
~ Customer Service
~ Conduct monthly customer service check-ins with caregivers to assess their satisfaction, address concerns, and obtain feedback regarding the services provided.


~Caseload Management
~ In collaboration with the Operations Director support case assignment for complex high acuity cases.
~ Assist Operations Director/Field Staff Manager and advocate for maintaining team’s clinical case load at 95% or higher of clinician’s ATI targets.
~ Depending on the size of the assigned team (if less than 8 Supervising Clinicians), manage a small caseload to contribute directly to client care and maintain clinical expertise.


~Community Outreach
~ Attend and present at local conferences, support Centria marketing efforts where needed, and represent Centria by engaging with the local behavior analytic community.


#Compliance with Centria’s Code of Conduct, policies and procedures, and Federal and State laws.
#Responsibility to report violations of Company policies or the Code of Conduct.

Completion of 8-hour supervision course
Completion of 8-hour supervision course
Work Experience

~3+ years working with children and autism spectrum disorders
~Crisis management experience, preferred
~ Ability to use computers and computer/software programs
Must pass all qualifications for the Foundations of Care Certification mentorship within 9 months of hire, or enrollment in mentorship.
Equipment and Technology Requirements

ABA Platforms, preferred
Exceptional skills in data-based decision making related to reviewing and analyzing client data and performance metrics;
Experience curating and conducting trainings and workshops for clinical staff;
Proficiency in electronic data collection and analysis systems;
Proven experience and understanding of customer service;
Proven leadership and team management skills;
Superior skills in time management, observation, and data analytics;
Strong work ethic with attention to detail, accuracy, and quality;
Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status.

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