Intake & Customer Service Assistant, Spanish-Speaking
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Job Description
Intake and Customer Service Assistant providing exceptional service to families at BTS. Managing client onboarding and acting as liaison between families and clinical teams.
Responsibilities:
- Facilitate the client onboarding process, ensuring seamless transitions from referral to assessment while maintaining accurate and timely documentation.
- Serve as the face of BTS by providing outstanding customer service to new clients and families, guiding them through the intake process with empathy and clarity.
- Act as the central point of communication between families, insurance providers, authorization teams, and clinical staff to ensure alignment and timely service delivery.
- Contact new client referrals promptly, guide families through onboarding paperwork, and assist in gathering all required documents to ensure a smooth start of services.
- Work closely with insurance providers to obtain and track authorizations, minimizing delays in starting services.
- Conduct calls with families to gather information, provide updates, and support them throughout the onboarding process.
- Maintain accurate, organized, and up-to-date client records in compliance with regulatory standards.
- Identify opportunities to grow services, including outreach to new geographic areas or service lines.
- Develop and maintain strong relationships with referral sources such as pediatricians, schools, and early intervention programs.
- Track and manage contracts to ensure timely renewals and compliance.
- Monitor and analyze key metrics and intake trends to support operational and strategic decisions.
- Assist with general administrative tasks including filing, scanning, and data entry.
- Manage multiple tracking systems to ensure timely follow-ups and efficient workflow management.
- Use platforms such as Google Workspace and NPA to streamline processes and maintain organization.
Requirements:
- 2+ years of experience in an Intake position at an ABA/Behavioral/Mental Health Services agency.
- Admin Assistant experience in a healthcare setting
- Experience with Excel/Google Sheets, filtering, tracking, running pivot tables, and reporting key indicators.
- A go-getter attitude and a passion for business growth!
- Leadership skills work with a team.
- Strong organizational and time management skills.
- Excellent verbal and written communication skills, and able to communicate with parents in English and Spanish.
- Ability to multitask and prioritize tasks effectively.
- Detail-oriented and able to work independently.
- Passion for helping individuals with autism and other developmental disabilities.
- Access to reliable internet connection and have your own PC/computer for work purposes
- Eligibility to work in the U.S.
- Able to pass a Live Scan FBI & DOJ Clearance.
Benefits:
- 6 paid holidays after one year of employment
- Sick time
- Shadowing opportunities and hands-on mentorship to build confidence
- Medical, dental, and vision insurance (for employees working 30+ hrs/week)
- 401(k) retirement plan, for those who have accrued 1000 hours of service within 12 months.
- Aflac supplemental insurance options (for employees working 30+ hrs/week)
- LifeCare Employee Assistance Program: includes free confidential counseling, referrals, and wellness resources
- LifeMart Employee Discount Program: exclusive savings on everyday purchases and services
- Free Mental Health Counseling sessions
- Supportive and FUN work environment
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