Intake Specialist

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

📋 Description

• Engage with parents and potential clients mainly through both inbound and outbound phone calls.

• Establish trust and build rapport with families facing stressful or emotionally taxing situations.

• Clearly and compassionately articulate ABA services, the intake process, and subsequent steps.

• Attend to parents' concerns, respond to inquiries, and offer support throughout the process.

• Uphold professional communication from the initial inquiry until the intake is finalized.

• Address new inquiries and maintain follow-up during the intake process.

• Reconnect with families who have become unresponsive or stalled.

• Recognize barriers and collaborate with families to identify solutions.

• Employ consultative sales techniques to alleviate hesitation, overcome objections, and promote the completion of intake requirements.

• Sustain engagement to enhance conversion rates and minimize lost opportunities.

• Take ownership of each family's progress and ensure necessary follow-up actions are executed.

• Gather and accurately document client and family details.

• Assist with essential intake documentation, insurance information, and diagnostic records.

• Monitor family progress and outstanding needs throughout the intake pipeline.

• Maintain records and follow-up tasks using internal systems, spreadsheets, and digital tools.

• Collaborate with intake, billing, clinical, and staffing teams to facilitate the transition into services.

• Identify delays, follow up on pending items, and resolve intake bottlenecks.

⛳️ Requirements

• A bachelor's degree is required.

• Exceptional spoken English with clear pronunciation and strong telephone communication abilities.

• Highly developed emotional intelligence with the capacity to communicate with empathy, patience, and sensitivity.

• Strong interpersonal skills and the ability to quickly establish rapport and trust.

• A customer-focused, sales-oriented mindset with the assurance to guide conversations towards a definitive next step.

• Comfortable addressing objections, following up persistently yet respectfully, and motivating prospective clients to finalize the intake process.

• Excellent organizational skills, attention to detail, and the capability to manage multiple families and follow-up tasks concurrently.

• Proactive, self-driven, and able to take responsibility for tasks without constant oversight.

• Proficient in working with CRM systems, spreadsheets, and other digital tools.

• Available to work 40 hours per week with significant overlap with U.S. Eastern Time business hours.

• Previous experience in healthcare intake, patient coordination, patient admissions, customer success, or consultative sales.

• Experience managing inbound and outbound calls with U.S.-based customers.

• Familiarity with healthcare services, insurance processes, autism services, or Applied Behavior Analysis (ABA) therapy.

• Experience overseeing a pipeline of prospective clients from initial inquiry through onboarding or service initiation.

• Experience in a target-driven or conversion-focused environment.

🏝️ Benefits

• Fully remote position.

• Monday to Friday, 7:00 AM–3:00 PM EST.

• 40 hours per week.

• No weekend work.

• 14 days PTO.