What are the responsibilities and job description for the Client Services Utilization Manager position at Center for Social Dynamics?
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.
About The Opportunity
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.
Duties & Responsibilities
At Center for Social Dynamics (CSD), we believe that every child deserves a chance to shine. We're a passionate team on a mission to open up a world of possibilities for individuals with autism and other developmental needs—through science, compassion, and a whole lot of heart.
From our very first session to each milestone we celebrate, we bring the power of play, connection, and evidence-based care to every moment. With services that are as unique as the individuals we support, we meet kids where they are—at home, in schools, and in communities—and guide them on a path toward growth.
We live our TRUE values—Transparency, Respect, Understanding, and Excellence—in everything we do. As a fast-growing leader in the field, we're known for our vibrant culture, hands-on training, and career pathways that help you grow just as much as those we serve.
At CSD, we don’t just change lives—we light them up.
About Our Values
Physical Requirements May Include But Is Not Limited To
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.
About The Opportunity
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.
Duties & 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
- 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)
At Center for Social Dynamics (CSD), we believe that every child deserves a chance to shine. We're a passionate team on a mission to open up a world of possibilities for individuals with autism and other developmental needs—through science, compassion, and a whole lot of heart.
From our very first session to each milestone we celebrate, we bring the power of play, connection, and evidence-based care to every moment. With services that are as unique as the individuals we support, we meet kids where they are—at home, in schools, and in communities—and guide them on a path toward growth.
We live our TRUE values—Transparency, Respect, Understanding, and Excellence—in everything we do. As a fast-growing leader in the field, we're known for our vibrant culture, hands-on training, and career pathways that help you grow just as much as those we serve.
At CSD, we don’t just change lives—we light them up.
About Our Values
- Transparency in the work that we do and the actions we take to achieve our mission. There are no hidden agendas or motives at Center for Social Dynamics. Each family’s unique cultures, values, and generational dynamics.
- Understanding through tolerance, cooperation, and empathy in the pursuit of our mission. We never lose sight of who we are, the people we serve, and our purpose and meaning.
- Respect for all and the value that everyone brings towards accomplishing our mission. No one at CSD is worth more or less, and together we are greater than the sum of our parts.
- Excellence in our drive, passion, and commitment to our mission. CSD will always do what it takes to deliver the best, leave no one behind, and champion our cause.
Physical Requirements May Include But Is Not Limited To
- Constant visual stimulation, including close vision, distance vision, reading, computer work
- Constant sitting; frequent up and down out of chair
- Constant use of telephone, speaking, listening
- Constant document handling, use of copier and fax machine, filing
- Frequent typing, use of computer
- Occasional walking around building
- Occasional bending, reaching, stooping, pulling
- Occasional lifting, carrying, moving of items up to 20 pounds
- Occasional walking to, bending to enter, sitting and using upper and lower limbs to drive car