Client Intake Coordinator, ABA Therapy
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Job Description
Client Intake Coordinator guiding families through intake and onboarding for a U.S.-based ABA therapy company. Handling calls, emails, CRM records, and lead conversion remotely during EST-aligned hours.
Responsibilities:
- Provide full coverage for Intake Coordinators during absences, handling calls, emails, follow-ups, and day-to-day intake tasks
- Act as second-tier call support on the intake line by answering calls not handled within the first few rings, checking coordinator availability, or handling intake directly
- Provide second-tier call support for the wider business, answering, resolving, or routing calls according to internal escalation procedures
- Conduct initial intake calls with parents and families, including those newly navigating a diagnosis and those transferring from other providers
- Accurately capture intake information in the client's system and assign the correct record status
- Manage ongoing email correspondence with clients during coverage periods, maintaining fast response times and disciplined follow-up
- Exercise judgement on when to take, hold, or redirect calls
- Multitask across live calls and system administration during coverage periods
Requirements:
- Client-facing inbound call handling experience in call centre, front-office, reception, scheduling or customer service with direct voice contact with US-based clients
- Exposure to a CRM or workflow system in a live call environment
- Strong computer literacy and ability to adapt quickly to unfamiliar software
- Working-level MS Word / Excel
- Confident, warm phone manner with excellent spoken and written English
- Organised and detail-oriented, with accurate data-capturing skills
- Empathetic and patient, especially with distressed or overwhelmed callers
- Fast responder with strong follow-up discipline
- Good judgement on when to take, hold, or route a call
- Initiative and ability to multitask calmly across calls and systems
- Reliable attendance and strong schedule adherence
- Fixed fibre line with minimum speed of 25 Mbps upload and download, supporting a wired Ethernet connection
- Reliable power backup solution for load shedding and power outages
- Ability to work Monday to Friday, 3:00 PM–12:00 AM South African Time, subject to daylight saving time and operational requirements
- Ability to work on South African and US public holidays
- ABA or healthcare industry experience is not required; full training is provided
- Advantageous: client intake, first-contact or new-client onboarding experience
- Advantageous: ABA, autism services, allied health, or medical practice administration experience
- Advantageous: HubSpot experience
- Advantageous: US healthcare or US client-facing BPO exposure
Benefits:
- Fully remote working role
- Compensation for South African public holidays in accordance with the BCEA
- Full training is provided
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