Job Description

About the Role

We are looking for a compassionate, organised, and service-driven Healthcare Intake Specialist to support an ABA (Applied Behaviour Analysis) provider serving families in the United States.

In this role, you will be the first point of contact for parents seeking ABA services for their children. You will guide families through the initial intake process, gather important information, manage enquiries, and ensure consistent follow-ups throughout their journey.

The ideal candidate is empathetic, patient, and professional, with excellent communication skills and the ability to build trust with families who may be navigating a challenging or emotional time.

Requirements

Key Responsibilities

• 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 the 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.

Minimum Requirements

• 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.

Preferred Experience

Experience in one or more of the following would be advantageous:

• 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
• Appointment coordination or client onboarding

Required Software and Systems

Candidates should be comfortable learning and working with digital systems, including:

• CRM or lead management systems for tracking enquiries and follow-ups.
• Microsoft Office 365 or Google Workspace, particularly email, spreadsheets, and document management.
• VoIP or cloud-based phone systems for communicating with families.
• Intake, scheduling, or healthcare management platforms for capturing information and tracking progress.
• Video conferencing and internal communication tools such as Zoom and Microsoft Teams.

Experience with healthcare-specific systems or ABA platforms such as CentralReach would be an advantage, but is not essential if the candidate demonstrates strong administrative ability and learns new systems quickly.

Key Skills and Attributes

• 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

What Success Looks Like

• Prospective families receive prompt, professional, and compassionate responses.
• Intake information is accurately captured and records remain up to date.
• Enquiries are followed up consistently and progress through the intake process.
• Families understand the process and know what to expect next.
• Internal teams receive clear and timely updates.
• Every family receives a supportive, respectful, and positive experience.

The ideal candidate: Someone with a strong customer-service mindset, excellent communication skills, and genuine empathy who can guide families through the intake process while keeping enquiries organised, accurate, and moving forward.