Director of Client Engagement & Success

AnswersNow Inc•,

8d•$153,000 - $178,500•Remote

About The Position

At AnswersNow, we are trailblazing the future of autism therapy, making it more immediate, accessible, and effective for families everywhere. Our innovative virtual ABA therapy platform is thoughtfully designed by clinicians to recreate the focused, supportive environment of in-person therapy, complete with distraction-free features and interactive activities that enhance engagement and progress. Our team operates fully remote—meaning you’ll have the flexibility to work from the comfort of home. If you're ready to make a meaningful impact and join a team that's reshaping autism therapy, we’d love to hear from you! Why this role matters: AnswersNow is seeking a highly empathetic, strategic, and innovative Director of Client Engagement & Success to architect and oversee our end-to-end client and family experience. In this role, you will be the driving force behind client and family retention, utilizing data and AI-enhanced workflows to mitigate Social Determinants of Health (SDOH) and remove administrative barriers to care. We are looking for a mission-driven leader who thrives in navigating the complexities of the Medicaid system and can act as a senior escalation point for clients and families in crisis. You will ensure that from intake to discharge, every family feels deeply supported, empowered, and engaged in their child's clinical treatment journey, all while collaborating seamlessly with Operations to ensure high-velocity, frictionless onboarding, treatment completion, and support.

Requirements

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.
Deep subject matter expertise in the Medicaid system and the specific challenges facing families with autism.
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.
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.
Strong "Resource Mapping" skills with an existing knowledge base of community and financial resources.
Ability to translate complex social barriers into actionable data for the Senior Leadership Team.
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.

Responsibilities

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.