Client Intake Coordinator, ABA Therapy

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Ensure comprehensive coverage for Intake Coordinators during their absences by managing calls, emails, follow-ups, and daily intake tasks.

• Serve as second-tier call support on the intake line by addressing calls not answered within the initial rings, checking the availability of coordinators, or managing intake directly.

• Provide second-tier call support for the broader organization by answering, resolving, or directing calls as per internal escalation protocols.

• Conduct initial intake conversations with parents and families, including those who are newly facing a diagnosis and those transitioning from other providers.

• Carefully document intake information in the client's system and assign the appropriate record status.

• Handle ongoing email correspondence with clients during coverage periods, ensuring prompt response times and diligent follow-up.

• Utilize judgment in deciding when to take, hold, or redirect calls.

• Manage multiple tasks simultaneously across live calls and system administration during coverage periods.

⛳️ Requirements

• Experience in client-facing inbound call handling within call centers, front-office, reception, scheduling, or customer service roles involving direct voice contact with US-based clients.

• Familiarity with a CRM or workflow system in a live call setting.

• Strong computer skills and the ability to quickly adapt to new software.

• Proficiency in MS Word and Excel at a working level.

• Warm and confident phone demeanor with excellent spoken and written English skills.

• Well-organized and detail-oriented, demonstrating precise data-capturing abilities.

• Empathetic and patient, especially when dealing with distressed or overwhelmed callers.

• Quick responder with a strong discipline for follow-up.

• Good judgment regarding when to take, hold, or route calls.

• Initiative and capability to multitask calmly across calls and systems.

• Consistent attendance and strong adherence to schedule.

• Fixed fiber internet line with a minimum speed of 25 Mbps for both upload and download, supporting a wired Ethernet connection.

• Reliable power backup solution to handle load shedding and power outages.

• Availability to work Monday to Friday from 3:00 PM to 12:00 AM South African Time, subject to daylight saving time and operational needs.

• Willingness to work on South African and US public holidays.

• ABA or healthcare industry experience is not essential; comprehensive training will be provided.

• Advantageous: experience in client intake, first-contact, or new-client onboarding.

• Advantageous: experience in ABA, autism services, allied health, or medical practice administration.

• Advantageous: familiarity with HubSpot.

• Advantageous: exposure to US healthcare or US client-facing BPO environments.

🏝️ Benefits

• Fully remote working position.

• Compensation for South African public holidays in accordance with the BCEA.

• Comprehensive training is provided.