Therapeutic Play Foundation Client Care Operations Lead Los Angeles, CA · Full time Company website

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Therapeutic Play Foundation aims to build a healthier, more resilient world through empowerment, education, art, and play. We strive to asisst children and their families in improving resilience and coping skills, thereby enhancing overall family and community health. Our focus is on providing historically underserved populations, particularly BIPOC, Hispanic, LGBTQ+, and systemically excluded communities, with safe, culturally competent, and affordable mental and behavioral health services. Through play therapy and holistic modalities, we strive to deliver exceptional care and meaningful life strategies.

Job description:

Client Care Operations Lead (Full-Time, Hybrid)Position Overview:

The Client Care Operations Lead supports the Therapeutic Play Foundation’s programs by ensuring efficient client onboarding, operational workflow coordination, and administrative oversight from intake through assignment to care teams. Reporting directly to the Programs Administrative Manager, this hybrid role combines client care coordination, onboarding oversight, healthcare operations support, and administrative leadership across CalAIM, STRTP, Healthcare Access, ArtGard, and related organizational initiatives.

This position plays a key role in ensuring clients are fully onboarded into organizational systems, Electronic Health Records (EHRs), and care coordination workflows prior to assignment to Lead Care Managers (LCMs) and clinical staff. The Client Care Operations Lead collaborates closely with Virtual Assistants (VAs), internal billers, finance staff, LCMs, Clinical Consultants, and management teams to support continuity of care, compliance tracking, and client engagement workflows.

Key Responsibilities:Client Onboarding & Care Coordination Operations:

• Ensure all newly enrolled clients are fully onboarded into organizational programs and systems.
• Verify client charts are properly created within the EHR and include accurate demographic, enrollment, insurance, authorization, and billing information provided by internal medical billers.
• Ensure client financial responsibility information, including copayments, deductibles, and authorization requirements, is documented appropriately within organizational systems.
• Coordinate onboarding readiness prior to assignment to Lead Care Managers (LCMs).
• Ensure comprehensive assessments are initiated prior to assignment to onboarding LCMs.
• Monitor and track completion timelines for comprehensive assessments, care plans, and treatment plans to ensure compliance with ECM and Healthcare Access/Behavioral Health program requirements.
• Ensure comprehensive assessments are completed within 45 days of ECM enrollment.
• Ensure care plans and/or treatment plans are completed within 60 days of enrollment for ECM and Healthcare Access/Behavioral Health programming.
• Facilitate warm handoffs between onboarding operations and assigned care teams.
• Collaborate with management regarding caseload assignments and onboarding workflows.
• Review ADT/QHIO systems such as LANES and PointClickCare in collaboration with Virtual Assistants (VAs) to support care coordination workflows and client engagement efforts.
• Monitor onboarding, outreach, and engagement workflows using EHR systems, Slack, and organizational tracking tools.

Virtual Assistant (VA) Coordination & Workflow Oversight:

• Facilitate weekly “Office Hours” meetings with Virtual Assistants (VAs) supporting onboarding, outreach, eligibility verification, scheduling, documentation tracking, and client engagement workflows.
• Provide workflow oversight, guidance, and coordination support to VAs involved in client intake and onboarding operations.
• Monitor completion of onboarding and engagement tasks delegated to VAs and escalate workflow concerns to management as needed.
• Collaborate with VAs to support timely follow-up with prospective and active clients to promote continuity of care and ongoing engagement.

Administrative Support & Office Operations:

• Provide administrative coordination support across organizational programs and initiatives.
• Assist with document organization, records management, file maintenance, and compliance tracking.
• Coordinate inventory management and supply ordering to ensure office and program materials remain stocked.
• Coordinate office upkeep, facilities maintenance requests, repairs, and operational logistics.
• Support scheduling coordination for meetings, trainings, onboarding sessions, and collaborative care activities.
• Serve as a point of contact for non-client inquiries from contractors, vendors, and community partners.

Billing, Finance & Compliance Support:

• Coordinate and verify completion of medical billing support tasks by internal billers and administrative staff.
• Collaborate closely with billing, accounting, finance, and administrative leadership teams to support timely claims processing and documentation workflows.
• Assist in tracking claims status, insurance reimbursements, authorizations, and related financial documentation.
• Review timesheets and verify hours worked prior to submission to the Programs Administrative Manager.
• Ensure compliance with HIPAA, healthcare privacy regulations, organizational policies, and applicable program standards.
• Support maintenance of organized billing-related records and audit-ready documentation systems.

Preferred Qualifications:

• 2–4 years of experience in healthcare administration, client care coordination, ECM operations, behavioral health services, case management support, or nonprofit program administration preferred.
• Prior experience in case management, care coordination, intake coordination, community health work, behavioral health support services, or healthcare operations strongly preferred.
• Understanding of ECM workflows, comprehensive assessments, care plans, treatment planning timelines, and client engagement processes preferred.
• Experience coordinating onboarding workflows, insurance verification, authorizations, billing support tasks, or claims tracking preferred.
• Experience facilitating workflow coordination with administrative staff, Virtual Assistants (VAs), or interdisciplinary teams preferred.
• High school diploma required; Associate’s or Bachelor’s degree in healthcare administration, social services, psychology, public health, business administration, or related field preferred.
• Proficiency with EHR systems, Slack, Google Workspace, Microsoft Office, and project management platforms.
• Familiarity with HIPAA compliance, healthcare privacy standards, and documentation practices preferred.
• Strong organizational, communication, and follow-through skills with ability to manage multiple workflows simultaneously.

Work Environment:

• This is a full-time, hybrid position consisting of both in-person and virtual assignments.
• This position follows a hybrid schedule consisting of approximately three (3) in-person days per week and two (2) virtual workdays per week.
• Virtual workdays may be adjusted to in-person assignments based on operational needs, meetings, trainings, onboarding activities, community events, or other organizational priorities as determined by management.
• Flexibility and responsiveness to evolving program needs are essential components of this role.
• Some in-person attendance at meetings, trainings, onboarding sessions, office operations, and community-based activities may be required.
• The role supports seamless client onboarding experiences and operational efficiency across programs.
• Opportunities for growth and advancement within organizational operations and care coordination leadership.

Compensation:

• Hourly Rate: $28 – $35 per hour, based on experience, healthcare operations knowledge, ECM/behavioral health experience, and administrative leadership responsibilities.
• Compensation aligns with California community-based nonprofit and healthcare administration standards.

This position offers a dynamic work environment with the opportunity to make a meaningful impact through client-centered onboarding coordination, healthcare operations support, and collaborative community-based care while working closely with organizational leadership and care teams.

Benefits:

• Paid time off

Work Location: Hybrid remote in Los Angeles, CA 90043