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This role serves as a front-facing, essential administrative support position for the therapy program, ensuring smooth coordination from referral through ongoing service delivery. This role actively manages therapy workflows, scheduling, documentation timelines and family communication to remove barriers to care and maintain continuity of services.
This position supports compliance, scheduling efficiency, and revenue cycle processes while providing front desk coverage and operational support.
Essential Functions
Therapy Workflow & Compliance Support

• Manage physician follow-up for plan of care certification, following the physician follow-up timelines to reduce delays in authorization and scheduling.

• Track and update all therapist progress reports and plan of care due dates in all therapist trackers to support timely submission of progress reports and POCs and maintain DDD compliance.
• Track Plan of Care (POC) deadlines and proactively follow up with therapists to ensure timely completion.
• Save progress reports in patient charts and submit to DDD FTP site per DDD policy.
• Monitor workflow timelines from referral to first scheduled service, identifying and addressing administrative barriers to care.

Scheduling & Front Office Support

• Provide front desk coverage and scheduling support as needed
• Plan and adjust schedules in advance for therapist PTO, clinic holidays or closures, and caseload transitions
• Proactively fill therapist schedules to minimize gaps
• Support specialty program scheduling, including AAC (Augmentative and Alternative Communication) services.
• Support forward scheduling and long-term schedule management to ensure proactive continuity of services.
• Oversee the working list while supporting front desk staff in real time to optimize utilization and ensure schedules are filled efficiently each day.

Scheduling & Front Office Support

• Provide front desk coverage and scheduling support as needed
• Plan and adjust schedules in advance for therapist PTO, clinic holidays or closures, and caseload transitions
• Proactively fill therapist schedules to minimize gaps
• Support specialty program scheduling, including AAC (Augmentative and Alternative Communication) services.
• Support forward scheduling and long-term schedule management to ensure proactive continuity of services.
• Oversee the working list while supporting front desk staff in real time to optimize utilization and ensure schedules are filled efficiently each day.

Billing & Revenue Cycle Support

• Provide cross trained backup support for billing-related functions as needed.
• Complete and maintain monthly eligibility and benefit verifications for all active patients to prevent service holds and billing denials.
• Operational & Program Support
• Front desk coverage support
• General therapy referral coverage support
• General scheduling support based on program needs
• Conduct family follow up for referrals and required documentation during high referral periods

Minimum Experience and Training
High school diploma or GED equivalent. One to two years of administrative support experience in business operations environment or one year of experience as an administrative assistant in a related field. Experience with health care scheduling and customer service. Other combinations of experience and education that meet the minimum requirements may be substituted.
Knowledge of

• Principles and practices of general medical records/office principles.
• Principles and practices of office etiquette and use of business equipment.
• Possess a high degree of proficiency with MS Office products including SharePoint, Word, Excel, Power Point, and Outlook.
• Organizational skills to accomplish multiple tasks with timely outcomes.

Ability to

• Communicate verbally with customers, members, and the public using a telephone, computer, in a face-to-face, one-to-one setting, and in a group setting
• Make decisions in accordance with the rules, regulations, and ordinances, covering the organizational unit to which assigned.
• Produce written documents with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
• Maintain confidentiality following HIPPA Guidelines
• Learn job-related material primarily through oral instructions and observation. This learning takes place mainly in an on-the-job training setting.
• Work cooperatively with other employees and the public.
• Demonstrates reliability through consistent attendance and punctuality, contributing to a stable and supportive work environment. Communicate effectively with all co-workers, subcontractors, and members (when applicable)
• Problem solve without direct intervention from supervisor at all times
• Demonstrate UCP's Values

Physical Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly is required to sit, stand, walk and manipulate (lift, carry, move) light to medium weights of 5 to 10 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read.
Work Environment
The work environment is an office environment, ambient room temperatures, lighting and traditional office equipment. May be eligible for remote telework with supervisor approval.