Job Description

About The Role

We are looking for a highly organised, patient-focused Intake Coordinator to join our client's team and support families navigating the process of accessing healthcare services.

This role is ideal for someone with experience in medical reception, patient administration, healthcare customer service, case coordination or a similar healthcare environment. You will be responsible for collecting patient information, verifying documentation, coordinating appointments, following up on outstanding requirements and ensuring that cases progress smoothly through the appropriate processes.

You will communicate regularly with parents, caregivers and internal teams, providing clear guidance and compassionate support throughout the process.

Previous experience in Applied Behaviour Analysis (ABA) is not essential. The successful candidate will receive guidance on ABA terminology, US healthcare processes and the client's insurance and authorisation procedures.

Requirements

Key Responsibilities

Patient Coordination and Administration

• Collect, review and maintain accurate patient and family information.
• Verify patient documentation and identify missing or incomplete information.
• Coordinate appointments and support the scheduling process.
• Track individual cases and ensure outstanding requirements are followed up promptly.
• Maintain accurate and up-to-date patient records within the relevant systems.
• Ensure cases progress efficiently through the required administrative stages.

Patient and Family Communication

• Communicate professionally and compassionately with parents, caregivers and other relevant stakeholders.
• Explain administrative processes, documentation requirements and next steps clearly.
• Respond to enquiries via telephone, email and other communication channels.
• Follow up on outstanding information and documentation to prevent unnecessary delays.
• Escalate complex queries or issues to the appropriate team members.

Healthcare Administration and Compliance

• Support the collection and verification of information required for insurance and service authorisation processes.
• Follow established procedures for handling patient information and maintaining confidentiality.
• Ensure documentation is complete, accurate and stored appropriately.
• Learn and apply the client's healthcare workflows, insurance requirements and authorisation procedures.
• Work collaboratively with internal teams to resolve administrative bottlenecks and improve the patient experience.

Systems and Reporting

• Use the client's ABA CRM and other relevant systems to manage patient information and track case progress.
• Maintain accurate records of communications, follow-ups and outstanding requirements.
• Monitor multiple cases simultaneously while meeting deadlines and service expectations.
• Identify missing information or delays and take proactive steps to resolve them.

Requirements and Qualifications

• Previous experience in medical reception, patient administration, healthcare customer service, case coordination or a similar role.
• Experience working within a medical practice, hospital, medical aid administrator, managed healthcare provider, therapy practice or healthcare contact centre is advantageous.
• Strong telephone communication skills and professional written English.
• Ability to explain processes clearly, patiently and sensitively to parents and caregivers.
• Excellent organisational skills and the ability to manage multiple cases simultaneously.
• Strong attention to detail when collecting information, reviewing documentation and maintaining records.
• A proactive approach to follow-ups, with the ability to manage tasks independently and see them through to completion.
• Confidence using CRM platforms, patient management systems, email, spreadsheets and online scheduling tools.
• Ability to learn new systems, terminology and healthcare procedures.
• A reliable internet connection and a suitable remote working environment.
• Availability to work Monday to Friday, 9:00 AM – 5:00 PM Eastern Time, including the seasonal daylight-saving time changes.

Preferred Experience

• Exposure to ABA, behavioural health, autism services, therapy practices or allied healthcare.
• Experience supporting patients or families through healthcare administration processes.
• Familiarity with medical aid, insurance verification, treatment authorisations or referral coordination.
• Experience working with US-based healthcare providers or clients.

Please note: Previous ABA experience is not required. Candidates with strong transferable healthcare administration and patient coordination experience are encouraged to apply.

Software and Tools

• Required: ABA CRM (training may be provided, depending on the system).
• Other tools: To be confirmed.

What We're Looking For

We are looking for someone who is empathetic, dependable and highly organised, with a genuine commitment to helping families navigate healthcare processes. The ideal candidate communicates confidently, maintains professional and clear English, pays close attention to detail and takes ownership of follow-ups without needing constant reminders.

If you have a background in healthcare administration and enjoy helping people while keeping processes organised and moving forward, we'd love to hear from you.