Client Services Utilization Manager

Center for Social Dynamics•Concord, CA

About The Position

At the Center for Social Dynamics (CSD), our ability to serve families depends on how effectively we turn authorized services into meaningful care. We are seeking a Client Services Utilization Manager to play a critical role in ensuring clinical service hours are fully and thoughtfully utilized across regions. In this role, you will own utilization performance—partnering closely with Regional Directors and Operations leadership to align staffing capacity with client needs, identify and close service gaps, and drive continuous improvements in productivity and efficiency. You will bring structure, strategy, and accountability to utilization management, helping CSD maximize authorized hours while supporting clinicians and protecting the client experience. This is an ideal opportunity for an operationally minded leader who thrives on data, systems, and problem‑solving, and who is motivated by improving access to care through smarter, more efficient use of resources. The Client Services Utilization Manager is responsible for overseeing and optimizing the utilization of authorized clinical service hours across regions. This role owns utilization performance by establishing benchmarks, developing utilization strategies, and partnering with Regional Directors and Operations leadership to ensure client hours are fully and effectively utilized. The Client Services Utilization Manager identifies coverage gaps, aligns staffing capacity to service demand, and drives continuous, month‑over‑month improvements in utilization, productivity, and operational efficiency.

Requirements

3-5 yrs in ABA operational position
Bachelor's degree in a relevant field (e.g., healthcare administration, business management) or equivalent experience preferred
Previous experience in scheduling, resource allocation, or similar roles is highly desirable.
Familiarity with Applied Behavior Analysis (ABA) services and practices is an advantage.
Strong organizational skills and attention to detail.
Excellent communication and interpersonal abilities.
Ability to work independently and collaboratively in a fast-paced environment.
Proficiency in relevant software applications (e.g., scheduling software, Microsoft Office Suite)

Responsibilities

Utilization Strategy & Performance Management Develop and maintain utilization benchmarks for new market utilization (e.g., 65% treatment utilization for ESSC authorizations)
Lead the strategy for achieving and sustaining the paired ABA modality utilization model
Ensure client hour standards are consistently met across all regions and service lines
Drive accountability for utilization performance, with the expectation that clinical hours increase month over month until maximum authorized hour usage is achieved
Scheduling Oversight & Capacity Optimization Provide oversight and strategic guidance on clinician scheduling to maximize productivity across in‑person and virtual service modalities
Partner with Regional Directors to identify coverage gaps, capacity constraints, and scheduling inefficiencies, and implement solutions to address them
Ensure caseloads are optimized throughout the month to support full utilization of authorized hours
Authorized Hour Management Oversee the identification and management of unused authorized client hours and direct efforts to recapture and optimize those hours
Collaborate with clinicians and regional leadership to align schedules and assignments with utilization priorities
Provide prioritized focus on the effective utilization of direct supervision hours.
Requisition & Staffing Alignment Compare available unused authorized hours to open requisitions to support full utilization of authorized hours each month
Convene with Regional Directors and Operations leadership when misalignment occurs and drive alignment between staffing needs and authorized service demand
Appointment Accuracy & Cancellation Reduction Oversee processes to ensure all scheduled appointments are accurately reflected as either billed or cancelled, supporting reliable forecasting and reporting
Lead initiatives focused on reducing clinical cancellations, including implementing process improvements to improve hours recoupment
Data, Reporting & Continuous Improvement Ensure accurate documentation and reporting of client hours, utilization rates, and compliance status for analysis and leadership review
Analyze utilization data to identify trends, risks, and opportunities for improvement
Drive continuous improvement efforts to strengthen utilization processes and outcomes
Collaboration & Communication Maintain open and effective communication with clinicians, Regional Directors, Operations leadership, and other stakeholders to support efficient utilization of resources
Serve as a point of escalation for utilization‑related challenges requiring cross‑functional coordination
Additional job duties as assigned