Client Intake Specialist

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

📋 Description

• Participate in scheduled video calls with new inquiries and oversee each call from start to finish.

• Initiate the conversation with a brief suitability screening question before delving deeper.

• Comprehend what each individual is seeking and the type of support they require.

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

• Evaluate whether each person is a suitable match for the program.

• Clearly and naturally explain the program, including practical requirements, expectations, and costs.

• Identify when an individual is not an appropriate fit and conclude the conversation with care and clarity.

• Schedule suitable clients directly with the relevant therapist.

• Document clear reasons and outcomes when someone is deemed not a fit or is unprepared to proceed.

• Accurately complete the call log following each call.

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

• Acquire and utilize new software and systems as needed.

• Work independently while remaining connected with the broader team.

⛳️ Requirements

• Prior experience is preferable in screening, intake, triage, coordination, or a client-facing position.

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

• Relevant experience may consist of roles in 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/triage roles.

• Proficient spoken and written English skills.

• Maintain a calm and neutral demeanor during video calls.

• Possess confidence in discussing sensitive topics, including mental health and costs.

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

• Aptitude for plainly and consistently explaining requirements.

• Exceptional organizational skills and attention to detail.

• Tendency to document information immediately rather than relying on memory.

• Quick to learn new software and systems with confidence.

• Ability to work independently with minimal supervision.

• Availability to work during required US Central Time hours.

• Must reside in Costa Rica or Panama.

🏝️ Benefits

• Consistent, meaningful feedback on calls.

• Call reviews that emphasize quality and consistency.

• Remote-first team culture.

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

• Supportive team dedicated to providing professional and thoughtful client experiences.