Bilingual Inbound Client Engagement Specialist – English/Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively manage the incoming inquiry queue through phone, email, web forms, and referral channels, ensuring prompt initial contact with all new families.

• Perform timely outbound outreach to qualified inquiries to verify interest, assess service suitability, and assist families in entering the intake process.

• Implement consistent qualification criteria to evaluate readiness, eligibility, and subsequent steps for each inquiry.

• Transform qualified leads into active intakes by effectively communicating service value, establishing expectations, and eliminating barriers to engagement.

• Oversee the health of the inbound queue, monitor aging, and manage follow-up frequency to reduce lead loss and response delays.

• Elevate high-priority or time-sensitive leads as necessary to guarantee prompt processing.

• Gather and verify initial information needed to begin the intake process (demographics, referral source, presenting need, insurance basics).

• Ensure precise and complete data entry into the system prior to transferring to Intake Coordinators.

• Provide warm, structured transitions to Intake Coordinators, including comprehensive documentation of client status, urgency, and outstanding needs.

• Assist Intake Coordinators by maintaining organized pipelines and ensuring only qualified families proceed into full intake workflows.

• Uphold high data accuracy across CRM and electronic health records (EHRs).

• Monitor outreach efforts, contact outcomes, conversion status, referral sources, and reasons for non-conversion.

• Recognize trends in lead drop-off, disqualification, or delays and provide insights to the Director of Client Engagement.

• Comply with established service-level expectations regarding response time, documentation, and follow-up.

⛳️ Requirements

• Over 3 years of experience in healthcare, behavioral health, developmental services, care coordination, or client engagement roles.

• Experience within large, multi-site systems or complex operational environments.

• Proven ability to manage extremely high-volume inbound queues, competing priorities, and rapid turnaround demands.

• Strong comprehension of healthcare intake processes, documentation requirements, referral coordination, and insurance workflows.

• Exceptional verbal and written communication skills; ability to interact with empathy, professionalism, and clarity.

• High proficiency with CRM systems, intake platforms, and workflow management tools.

• Strong organizational abilities with a keen eye for detail and accuracy.

• Preferred experience in supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings.

• Understanding of payer requirements, authorizations, and eligibility processes in healthcare or human services.

• Experience in a growing or evolving organization where processes are continually being improved.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development