Intake Coordinator

Accountabilities: Family Communication and Lead Follow-Up Respond to incoming calls and enquiries from families interested in ABA therapy services. Proactively contact prospective clients, follow up on outstanding leads, and reconnect with families who have not yet been reached. Explain the intake process, answer general questions, and guide parents and caregivers through the next steps with empathy and professionalism. Intake Administration and Documentation Send intake forms, consent documents, and other required paperwork promptly. Support families in completing documentation and follow up on missing or incomplete forms. Liaise with physicians, healthcare providers, and other relevant professionals to obtain necessary evaluations and supporting documents. Track referrals, outstanding requirements, and intake completion status to ensure all necessary information is collected. Coordination and Process Management Coordinate communication between families, healthcare providers, and internal teams to facilitate a smooth intake experience. Monitor each family's progress from the initial enquiry or referral through to intake completion, proactively addressing administrative delays. Maintain accurate records of calls, emails, outreach attempts, client progress, and follow-up activities within the CRM system. Follow established procedures, protect confidential information, and ensure all records are handled accurately and responsibly. Requirements Previous experience in administrative support, customer service, client intake, healthcare administration, or a similar coordination role. Strong written and verbal English communication skills, with a professional and empathetic approach to phone calls, emails, and client correspondence. Confidence handling both inbound and outbound calls, following up with families, and communicating with healthcare professionals. Excellent organizational skills and attention to detail, with the ability to manage multiple leads, active intakes, and outstanding documents simultaneously. Proficiency with Microsoft Outlook, CRM systems, digital documentation tools, and general administrative software, with the ability to learn new platforms quickly. Strong time management and problem-solving skills, including the ability to prioritize tasks, identify missing information, resolve administrative issues, and meet deadlines independently. A compassionate, patient, and service-oriented mindset, with a genuine interest in helping families navigate the process of accessing care. Professionalism and discretion when handling sensitive client information, along with the ability to follow established procedures and maintain confidentiality. Experience in healthcare, medical administration, patient coordination, admissions, or client onboarding is an advantage. Previous experience in ABA services is beneficial but not essential for candidates with relevant transferable skills. Benefits Salary: R 23,500–R 26,000. Location: Fully remote position, open to candidates based in South Africa. Working schedule: Monday to Friday, 9:00 AM–5:00 PM Eastern Standard Time (EST). Remote flexibility: Work from home while supporting families and collaborating with healthcare professionals. Meaningful impact: Contribute to a smoother, more supportive intake experience for families seeking ABA therapy services. Professional development: Build experience in healthcare administration, client coordination, referral management, and digital workflow systems.