Intake Specialist

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

📋 Description

• Promptly and professionally address inquiries from prospective families.

• Engage with parents seeking ABA services for their children, serving as a compassionate and reassuring initial contact.

• Collect, verify, and accurately document pertinent family and intake information.

• Clearly and professionally explain the intake process, requirements, and subsequent steps.

• Consistently follow up with prospective families to facilitate the progress of the intake process.

• Maintain regular communication and provide timely updates throughout the intake experience.

• Identify appropriate inquiries and guide families through the relevant intake phases.

• Keep precise and current records in relevant CRM or intake management systems.

• Handle sensitive family information with discretion, professionalism, and confidentiality.

• Balance efficiency and responsiveness while considering each family's unique circumstances.

• Communicate intake progress, outstanding information, and relevant updates to internal teams.

• Ensure families comprehend their next steps and receive a positive, supportive experience.

⛳️ Requirements

• Prior experience in customer service, client care, intake coordination, or another customer-facing role.

• Exceptional verbal and written communication skills in English.

• A clear, professional, and easily comprehensible speaking style.

• Confidence in communicating with American clients and families.

• A compassionate, patient, and emotionally mature demeanor.

• Ability to manage sensitive or emotional conversations with empathy and professionalism.

• Strong organizational skills and meticulous attention to detail.

• Reliable follow-up practices and capability to manage multiple inquiries simultaneously.

• Ability to establish trust and rapport without making families feel rushed or pressured.

• Comfort in working independently in a fully remote setting.

• Capacity to manage competing priorities while upholding a high standard of service.

• Experience in healthcare administration, patient coordination or admissions, medical or healthcare intake, behavioral health intake, ABA or autism services, social work or community services, customer service or client care, lead management and inquiry follow-up, or appointment coordination or client onboarding is advantageous.

• Proficiency in learning and working with CRM or lead management systems.

• Proficient in learning and using Microsoft Office 365 or Google Workspace, especially email, spreadsheets, and document management.

• Comfortable learning and utilizing VoIP or cloud-based phone systems.

• Open to learning and working with intake, scheduling, or healthcare management platforms.

• Familiarity with video conferencing and internal communication tools such as Zoom and Microsoft Teams.

• Experience with healthcare-specific systems or ABA platforms like CentralReach is advantageous but not essential.

• Possess empathy and emotional intelligence.

• Excellent verbal communication and active listening skills.

• Professional telephone etiquette.

• Accurate data entry and record maintenance.

• Strong organizational and time management abilities.

• Consistent follow-up and attention to detail.

• Problem-solving skills and initiative.

• Relationship-building and rapport skills.

• Commitment to confidentiality and professionalism.

• Adaptability in a fast-paced, remote environment.

🏝️ Benefits

• Comprehensive training and support.

• Flexible working hours.

• Opportunity for professional growth and development.

• Collaborative and inclusive work environment.

• Access to resources and tools to enhance performance.