Client Intake Specialist

This is a fully remote position, open to applicants in Costa Rica, +1 more country.

📋 Description

• Participate in scheduled video conferences with new inquiries, overseeing each call from start to finish.

• Begin with a brief suitability screening question before engaging in a broader discussion.

• Identify the specific needs and support each individual is seeking.

• Pose relevant questions regarding sensitive topics in a calm and respectful manner.

• Evaluate whether an individual is a suitable candidate for the program.

• Clearly articulate the program details, practical requirements, expectations, and costs involved.

• Recognize when an individual is not an appropriate fit and conclude the conversation with compassion and clarity.

• Schedule suitable clients directly with the relevant therapist.

• Document clear reasons and outcomes when someone does not meet the criteria or is not ready to move forward.

• Accurately complete call logs before transitioning to the next call.

• Maintain organized and up-to-date client information and records.

• Acquire and utilize new software and systems effectively.

• Work autonomously while remaining connected with the larger team.

• Make precise suitability assessments and appropriate referrals or bookings.

• Handle unsuitable inquiries with respect and clarity.

• Keep a comprehensive and accurate record of every call.

⛳️ Requirements

• Prior experience is preferred in screening, intake, triage, coordination, or client-facing roles.

• Experience in posing sensitive questions, assessing suitability, or clearly explaining practical requirements.

• Relevant experience could include healthcare or patient coordination, therapy or mental health intake, coaching or wellness, client intake or screening, call center intake, customer or client support, care coordination, or structured assessment or triage roles.

• Strong proficiency in spoken and written English.

• Maintain a calm and neutral demeanor during video calls.

• Confidence in discussing sensitive subjects, including mental health and costs.

• Ability to ask direct questions without causing discomfort or haste.

• Capability to explain requirements in a straightforward and consistent manner.

• Excellent organizational skills and attention to detail.

• A habit of documenting information immediately rather than relying on memory.

• Confidence in quickly learning new software and systems.

• Ability to work independently with minimal supervision.

• Availability to work during required US Central Time hours.

• Must reside in Costa Rica or Panama.

🏝️ Benefits

• Regular, meaningful feedback on call performance.

• Call review and quality assessment feedback.

• Remote-first work environment.

• Opportunity to contribute to the development and expansion of a new function.