Caseload Planner

Intercare Therapy, Inc. (ICT) provides evidence-based behavior services that support individuals with autism and related disorders and their families. Our mission is to increase independence and improve the quality of life of our client families. As an organization, we strive to be:

• The employer of choice for all staff, by providing a long-term career opportunity, supportive and collaborative organizational culture, and fulfilling individualized professional experience and development, and
• The preferred service provider to our clients, families and funding sources, providing high quality clinical care and high-touch customer service.

The Caseload Planner helps optimize staff and client schedules to ensure that Intercare can serve as many clients as possible while ensuring that our clinicians have an outstanding experience. They are responsible for matching appropriate therapists with families in need of services based on multiple factors, including client location, availability, language, and authorized hours.

The Caseload Planner directly affects employee satisfaction and quality of life by optimizing the employee work schedule and productivity, while minimizing their commute. The Caseload Planner's work directly impacts client family satisfaction and therapeutic progress by optimizing the speed the client accesses as close to 100% of their authorized therapy hours as possible, with a well-matched clinical team. The Caseload Planner reports to the Manager, Launch Planning.

PRIMARY RESPONSIBILITIES

• Serves staff and client families with professionalism, compassion, and timely follow-through
• Reviews new treatment referrals to determine capacity and communicates outcomes to the Intake and Admissions team
• Builds logical, sustainable weekly caseloads by thoughtfully matching therapists with client families
• Tracks clients awaiting the launch of therapy and communicates accurate, up-to-date timelines to families and staff via phone and email
• Maintains current staff and client availability in the practice management system and regional Caseload Grids for assigned territories, including schedule details and applicable labels within our practice management system
• Schedules initial service launches and sets expectations with families for ongoing communication and support from Intercare
• Ensures staff schedules meet labor law requirements, including mandated breaks and lunches
• Analyzes new client and transition data to support optimal staff utilization, in partnership with Regional Clinical Directors
• Provides clear, timely, and actionable updates to internal operations and clinical leadership to address staffing, family needs, and broader organizational priorities
• Supports caseload-related troubleshooting (e.g., authorization-schedule discrepancies, changes in assigned staff)
• Reoccurs appointments in the practice management system upon receipt of updated authorizations
• Provides backup coverage and collaborative support to other members of the Operations team, as needed

REQUIRED SKILLS AND EXPERIENCE

• Minimum of 3 years of administrative experience and customer service experience
• Experience with Central Reach and/or Salesforce highly preferred Excellent written and verbal communication skills
• Demonstrated ability to stay organized across many projects and tasks, prioritize work, and multi-task
• Strong analytical skills with ability to "think outside the box" when coming up with a solution
• Comfortable handling tough conversations and turning conflict into collaboration
• Ability to collaborate to deliver an excellent client experience as part of a team
• Ability to learn and adapt to new technology platforms
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Passion for helping families access autism therapy services