Experience Improvement Coordinator

ORGANIZATION

The Center for Autism and Related Disorders is seeking highly motivated professionals to join our team. As a member of our growing, founder-owned organization, you’ll have the opportunity to join a well-established, mission-driven industry leader focused on helping people with autism live their best lives. CARD offers a dynamic work environment where your talents and skills will be valued and rewarded. The Center for Autism and Related Disorders (CARD) is among the world’s largest and most experienced organizations effectively treating individuals of all ages who are diagnosed with autism spectrum disorder. CARD treats autistic individuals using the principles of applied behavior analysis (ABA), which is empirically proven to be the most effective method addressing the behaviors and deficits commonly associated with autism. With locations throughout the US, CARD’s mission is to provide top-quality services that help every patient fulfill their potential and live joyful lives. Through its network of trained behavior technicians, Board Certified Behavior Analysts, and researchers, CARD develops and implements quality, comprehensive, and individualized treatment programs that lead to success.

Hourly Rate: $20.00 - $25.00

POSITION OVERVIEW:

The Experience Improvement Coordinator examines key points in the employee and parent/family journeys with CARD to identify gaps, inefficiencies, and opportunities to improve the overall experience. This role periodically steps into the experience of employees and families at different stages of their journey with CARD, documenting what works well, where processes become difficult or confusing, and where communication or departmental handoffs create unnecessary friction. The coordinator works collaboratively with departments across CARD to develop recommendations, improve workflows, and create practical resources that make processes easier to understand and navigate. The role also coordinates assigned cross-functional initiatives, tracks progress and results, and follows through to support the implementation and evaluation of approved improvements. This is a full-time, non-exempt position reporting to the Director of Administration.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Partner with employees at various stages of employment, including onboarding, training, early tenure, and established employment, to understand their experiences navigating CARD processes
• Partner with parents/caregivers to understand their experiences navigating CARD processes, including intake, evaluations, re-evaluations, and annual benefits confirmation
• Review existing processes, workflows, and communications to identify gaps, inefficiencies, and opportunities for improvement
• Collaborate with departments to develop recommendations, refine workflows, and implement process improvements
• Develop and maintain resources, including FAQs, guides, templates, and other materials to support employees and families
• Coordinate assigned projects and initiatives, track progress, and report findings and recommendations to leadership
• Maintain documentation of identified issues, recommendations, actions taken, and improvements
• Maintain the confidentiality and security of employee, patient, and family information in accordance with CARD policies and applicable privacy and security requirements, including HIPAA, as applicable
• Perform other related duties as assigned

REQUIREMENTS:

• High school diploma or equivalent required; bachelor's degree preferred
• Experience in project coordination, process improvement, healthcare, employee experience, or a related field preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficiency with Microsoft 365 and Microsoft Teams, with the ability to learn and navigate various software applications and virtual meeting platforms
• Ability to handle confidential information with discretion and professionalism
• Strong written and verbal communication skills
• Strong organizational, time management, documentation, and problem-solving skills, with exceptional attention to detail
• Ability to demonstrate empathy, compassion, and professionalism in a service-oriented environment
• Detail-oriented, proactive, and adaptable to changing priorities
• Ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment
• Ability to work independently, exercise sound judgment, and collaborate effectively across departments while maintaining a positive, solution-focused attitude

WORK ENVIRONMENT:

• Includes a typical remote office environment, with minimal exposure to excessive noise or adverse environmental issues
• Potential for travel requiring air, hotel, and local transportation

PHYSICAL REQUIREMENTS:

• Ability to sit for prolonged periods of time
• Ability to work on a computer throughout the majority of the day, as tasks require
• Ability to use and speak on the phone or via teleconference, as needed throughout the day

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