Job Description

Location: In-Person | Yucaipa, CA

Schedule: Full-Time | Monday–Friday within operating hours of 8:00 AM–6:00 PM

Language Requirement: Bilingual English/Spanish Required

About The Behavior Lab

At The Behavior Lab, we believe the family experience begins long before a child's first therapy session. From the first phone call to the first day of services, our Intake Team plays an important role in helping families feel welcomed, informed, and supported.

We provide compassionate, high-quality ABA services to children and families, and we're looking for a Bilingual Intake Coordinator who is organized, personable, and passionate about helping families navigate the process of beginning services.

If you're someone who loves connecting with people, keeping things organized, following through, and helping turn questions into solutions, we'd love to meet you!

About the Role

As an Intake Coordinator, you'll help guide families through the intake process—from their initial inquiry through onboarding and the start of services. You'll communicate directly with families, collect and track required documentation, maintain accurate client records, complete audits, coordinate follow-ups, and collaborate with internal departments to keep each family's intake moving forward.

This role is a great fit for someone who can balance compassionate customer service with strong organization and follow-through. Our families are often navigating a new and unfamiliar process, so we're looking for someone who can make that experience feel a little easier along the way.

What You'll Do

• Guide new families through the intake and onboarding process from initial inquiry through program start
• Respond to new inquiries and provide timely, welcoming follow-up to prospective families
• Communicate with families in both English and Spanish throughout the intake process
• Collect, review, and track intake documentation to ensure client files are complete and accurate
• Track funder-required documentation and follow up with families regarding outstanding items
• Maintain accurate and up-to-date client information, communication logs, and intake records
• Conduct routine MAPS audits and support overall intake quality assurance
• Coordinate follow-ups and help families understand next steps throughout the intake process
• Prepare formal client communications, including No Contact notices, service-related correspondence, and other documentation as needed
• Complete QA calls and family follow-up to support engagement and retention
• Collaborate closely with Clinical, Billing, People Operations, Scheduling, Marketing, and other departments to support smooth transitions into services
• Assist with outreach initiatives, community events, and follow-up with prospective families
• Track and support departmental KPIs related to inquiries, intake progress, conversions, and client engagement
• Identify opportunities to improve intake workflows, SOPs, communication, and the overall family experience
• Support offboarding and client lifecycle transitions as needed
• Perform additional intake, administrative, and operational duties as assigned by management

What We're Looking For

We're looking for someone who is equal parts people-focused and detail-oriented.

You should enjoy talking with families, but also be someone who loves a good checklist, follows up without being reminded, notices when something is missing, and takes ownership of getting things across the finish line.

Because this role is often one of a family's first connections with The Behavior Lab, we're looking for someone who can bring warmth, professionalism, patience, and excellent communication to every interaction.

Qualifications

• Bilingual English/Spanish – Required
• High school diploma or equivalent required; associate's degree preferred
• 1+ year of experience in intake, customer service, healthcare administration, office administration, or a related field preferred
• Strong verbal and written communication skills in both English and Spanish
• Exceptional organization and attention to detail
• Ability to manage multiple families, deadlines, follow-ups, and priorities at once
• Strong customer service and relationship-building skills
• Dependable with excellent follow-through and accountability
• Comfortable taking initiative and working independently
• Ability to problem-solve and adapt in a fast-paced environment
• Proficiency with Google Workspace, including Docs, Sheets, Gmail, and Calendar
• Experience with compliance, insurance/funder requirements, sales, healthcare, or client intake is a plus
• Ability to maintain professionalism and confidentiality when handling sensitive client and family information
• Positive, collaborative, and solution-focused mindset

Why You'll Love Working With Us

At The Behavior Lab, Intake isn't just about paperwork—it's about helping families take their first step toward getting the support they need. You'll have the opportunity to build relationships with families, collaborate with teams across the organization, and see the impact of your work when a family successfully transitions from their first inquiry into services.

We believe in developing our people, celebrating wins, learning through challenges, and creating opportunities for our team members to continue growing within the organization. If you love helping people, staying organized, solving problems, and being part of a team that genuinely cares about the families we serve, you'll feel right at home at The Lab.

Benefits & Perks

We offer a supportive, growth-focused work environment with:

✨ Medical, Dental & Vision Insurance*

✨ 401(k) Retirement Plan*

✨ Paid Time Off (PTO) & Sick Time*

✨ Unpaid Time Off (UTO)

✨ Staff Referral Bonuses

✨ Professional Development & Training Opportunities

✨ Team Bonding Outings & Staff Appreciation Events

✨ Employee Social Interest Groups & Lab Social Groups

✨ Opportunities for Internal Growth & Advancement

Physical Requirements

This position is primarily office-based and requires extended computer and phone use. The role requires the ability to sit or stand for periods of time, move throughout the office as needed, and occasionally lift or carry up to 25 pounds.

Occasional local travel may be required to support community events, outreach initiatives, or organizational activities.

Ready to Help Families Take Their First Step?

If you're bilingual, organized, compassionate, and love helping people navigate what can sometimes feel like an overwhelming process, we'd love to meet you! Come grow with The Behavior Lab and help us make every family's first experience with us a positive one. 💙

The Behavior Lab is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued, respected, and supported.