ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency, we operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality operational support with precision, efficiency, and professionalism.
We are recruiting on behalf of a fast-growing US-based ABA (Applied Behaviour Analysis) therapy company, who requires an Intake Specialist to serve as the first point of contact for families entering their services.
About the Role
As an Intake Specialist, you will be the first voice families hear when they reach out to begin ABA therapy services for their child. Most families entering this process are eager and hopeful — your role is to meet that energy with warmth, professionalism, and efficiency. You will guide families through each step of the intake and onboarding process, ensuring paperwork is completed, questions are answered, and nothing falls through the cracks.
This is a process-driven, high-touch role that demands equal parts empathy and urgency. Speed and responsiveness are critical — families should never be left waiting, and every inquiry, form, or onboarding step must be handled promptly and with care. If you are highly organised, genuinely compassionate, and thrive in a structured, results-oriented environment, this role is for you.
PLEASE NOTE:
- Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time, subject to daylight savings)
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA)
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered
- Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered
- Work Environment: Fully remote
Key Responsibilities:
- Serving as the first point of contact for families inquiring about or beginning ABA therapy services, delivering a warm, professional, and reassuring experience from the very first interaction.
- Guiding families through the full intake process, explaining each step clearly, answering questions, and ensuring they feel supported throughout.
- Collecting and following up on required intake documentation and paperwork, ensuring all forms are completed accurately and on time.
- Tracking the status of each family through the intake pipeline and proactively following up to keep the process moving without unnecessary delays.
- Responding promptly to incoming inquiries via phone and email, maintaining a high standard of responsiveness at all times.
- Accurately capturing and updating family and client information in the relevant systems (including CentralReach or similar platforms).
- Coordinating with internal teams (scheduling, clinical, and administrative) to ensure a smooth handover once intake is complete.
- Flagging any delays, incomplete documentation, or unresponsive families to the relevant team member in a timely manner.
- Maintaining consistency and attention to detail across a high volume of concurrent intake cases.
Requirements
- Excellent English verbal communication skills with a warm, professional, and empathetic phone manner — you need to be comfortable speaking with families going through a significant process.
- Strong written communication skills, with the ability to craft clear, professional, and compassionate emails and messages.
- Highly organised with the ability to manage multiple intake cases simultaneously without losing track of details or deadlines.
- A strong sense of urgency and responsiveness — you understand that speed matters and act accordingly.
- Prior experience in a customer-facing, intake, patient coordination, or administrative support role is preferred.
- Experience with CentralReach, ClickUp, or similar practice management or CRM platforms is an advantage.
- Familiarity with the ABA therapy space or a background in healthcare, disability services, or education is a plus.
- Self-motivated and process-oriented — you follow through consistently and don’t need to be reminded to take the next step.
- Comfortable with repetitive, process-driven work and able to maintain high standards of quality and accuracy throughout.
If you are not contacted within 14 working days, please consider your application unsuccessful.
