About The Role
They are looking for a compassionate, personable, and results-driven Intake Specialist to join its intake department. This individual will be one of the first points of contact for parents seeking services for their children, guiding families through the intake journey with empathy, professionalism, and confidence.
This is more than an administrative position. The ideal candidate will combine exceptional customer service, emotional intelligence, and consultative sales skills to build trust with families, address concerns, maintain engagement, and help prospective clients successfully move forward with services.
Requirements
Key Responsibilities
1. Parent Communication & Relationship Building
- Communicate with parents and prospective clients primarily through inbound and outbound telephone calls.
- Build trust and rapport with families who may be navigating stressful or emotionally challenging circumstances.
- Explain ABA services, the intake process, and next steps clearly and compassionately.
- Listen actively to parents' concerns, answer questions, and help them feel supported throughout the process.
- Maintain consistent, professional communication with families from initial inquiry through intake completion.
2. Intake Management & Client Conversion
- Respond promptly to new inquiries and follow up with prospective families throughout the intake process.
- Proactively contact families who have become unresponsive or stalled in the process.
- Identify barriers preventing families from moving forward and work with them to find solutions.
- Use relationship-building and consultative sales techniques to address hesitation, overcome objections, and encourage completion of intake requirements.
- Maintain engagement with prospective families to improve conversion rates and reduce lost opportunities.
- Take ownership of each family's progress and ensure follow-up actions are completed consistently.
3. Administrative & Intake Coordination
- Collect and accurately document client and family information.
- Assist parents with obtaining required intake documentation, insurance details, and diagnostic records.
- Track each family's progress and outstanding requirements throughout the intake pipeline.
- Maintain accurate records and follow-up tasks using internal systems, spreadsheets, and digital tools.
- Coordinate with internal intake, billing, clinical, and staffing teams to support a smooth transition into services.
- Identify delays, follow up on outstanding items, and proactively help resolve intake bottlenecks.
Minimum Requirements
- Bachelor's degree required.
- Excellent spoken English, with clear pronunciation and strong telephone communication skills.
- Highly developed emotional intelligence and the ability to communicate with empathy, patience, and sensitivity.
- Strong interpersonal skills and the ability to build rapport and trust quickly.
- A customer-focused, sales-oriented mindset with the confidence to guide conversations toward a clear next step.
- Comfortable handling objections, following up persistently but respectfully, and encouraging prospective clients to complete the intake process.
- Excellent organizational skills, attention to detail, and the ability to manage multiple families and follow-up tasks simultaneously.
- Proactive, self-motivated, and able to take ownership of responsibilities without constant supervision.
- Comfortable working with CRM systems, spreadsheets, and other digital tools.
- Able to work 40 hours per week with substantial overlap with U.S. Eastern Time business hours.
Preferred Experience
- Previous experience in healthcare intake, patient coordination, patient admissions, customer success, or consultative sales.
- Experience handling inbound and outbound calls with U.S.-based customers.
- Familiarity with healthcare services, insurance processes, autism services, or Applied Behavior Analysis (ABA) therapy.
- Experience managing a pipeline of prospective clients from initial inquiry through onboarding or service commencement.
- Experience in a target-driven or conversion-focused environment.
The Ideal Candidate
We are looking for someone who can make a parent feel that they are speaking with a caring, competent professional who genuinely wants to help their child.
The ideal candidate:
Is naturally warm, friendly, patient, and emotionally intelligent.
Can navigate sensitive conversations with genuine empathy while remaining confident and professional.
Listens carefully, recognizes concerns, and responds thoughtfully rather than relying on scripted answers.
Communicates clearly and naturally over the phone, with spoken English that is easily understood by American families.
Can explain next steps confidently, address hesitation, and encourage families to move forward without being pushy.
Is persistent with follow-ups and motivated to turn initial inquiries into active clients.
Balances compassionate family support with strong administrative discipline and accountability.
Benefits
Working Conditions & Benefits
- Fully remote position.
- Monday to Friday, 7:00 AM–3:00 PM EST.
- 40 hours per week.
- No weekend work.
- 14 days PTO.
