Intake Specialist

• Respond promptly and professionally to enquiries from prospective families.
• Communicate with parents seeking ABA services for their children, providing a compassionate and reassuring first point of contact.
• Gather, verify, and accurately record relevant family and intake information.
• Explain the intake process, requirements, and next steps clearly and professionally.
• Follow up consistently with prospective families to keep the intake process moving forward.
• Maintain regular communication and provide timely updates throughout the intake journey.
• Identify suitable enquiries and guide families through the appropriate intake stages.
• Maintain accurate and up-to-date records in relevant CRM or intake management systems.
• Handle sensitive family information with discretion, professionalism, and confidentiality.
• Balance efficiency and responsiveness with an understanding of each family's individual circumstances.
• Communicate intake progress, outstanding information, and relevant updates to internal teams.
• Ensure families understand their next steps and receive a positive, supportive experience.

• Previous experience in customer service, client care, intake coordination, or another customer-facing role.
• Excellent verbal and written English communication skills.
• A clear, professional, and easily understandable speaking style.
• Confidence communicating with American clients and families.
• A compassionate, patient, and emotionally mature approach.
• Ability to handle sensitive or emotional conversations with empathy and professionalism.
• Strong organisational skills and attention to detail.
• Reliable follow-up habits and the ability to manage multiple enquiries simultaneously.
• Ability to build trust and rapport without making families feel rushed or pressured.
• Comfortable working independently in a fully remote environment.
• Ability to manage competing priorities while maintaining a high standard of service.
• Experience in healthcare administration, patient coordination or admissions, medical or healthcare intake, behavioural health intake, ABA or autism services, social work or community services, customer service or client care, lead management and enquiry follow-up, or appointment coordination or client onboarding would be advantageous.
• Comfortable learning and working with CRM or lead management systems.
• Comfortable learning and working with Microsoft Office 365 or Google Workspace, particularly email, spreadsheets, and document management.
• Comfortable learning and working with VoIP or cloud-based phone systems.
• Comfortable learning and working with intake, scheduling, or healthcare management platforms.
• Comfortable using video conferencing and internal communication tools such as Zoom and Microsoft Teams.
• Experience with healthcare-specific systems or ABA platforms such as CentralReach is advantageous but not essential.
• Empathy and emotional intelligence.
• Excellent verbal communication and active listening.
• Professional telephone manner.
• Accurate data capture and record-keeping.
• Organisation and time management.
• Consistent follow-up and attention to detail.
• Problem-solving and initiative.
• Relationship-building and rapport.
• Confidentiality and professionalism.
• Adaptability in a fast-paced, remote environment.