Intake Coordinator

Intake Coordinator

Location: South Africa - Fully Remote

Working Hours: Monday to Friday, 9:00 AM - 5:00 PM EST

Salary: R 23,500- R26,000

About the Role

We are looking for a compassionate, organized, and proactive Healthcare Intake Coordinator to support families who are interested in accessing Applied Behavior Analysis (ABA) therapy services.

In this role, you will be one of the first points of contact for families, helping them navigate the intake process, complete the required documentation, and understand the next steps toward starting services. You will also follow up on referrals, coordinate with healthcare providers, and maintain accurate records to ensure a smooth and timely onboarding experience.

The ideal candidate is confident communicating over the phone and via email, has excellent administrative skills, and genuinely enjoys helping people. You should be comfortable managing multiple leads and outstanding documents while providing families with a warm, supportive, and professional experience.

Requirements

Key Responsibilities

Family Communication & Lead Follow-Up

• Answer incoming calls from prospective clients and families enquiring about ABA therapy services.
• Proactively contact families who have expressed interest in starting services.
• Follow up consistently with outstanding leads and families who have not yet been reached.
• Explain the ABA intake process, answer general questions, and guide families through the next steps.
• Maintain a friendly, empathetic, and professional approach in all communications.

Intake Administration & Documentation

• Send intake paperwork, consent forms, and other required documentation to families promptly.
• Assist parents and caregivers with completing forms and navigating the documentation process.
• Follow up on incomplete or outstanding paperwork to ensure all required documents are received.
• Communicate with physicians, healthcare providers, and other relevant professionals to obtain necessary evaluations and supporting documentation.
• Track referral progress, outstanding documents, and intake completion status.
• Maintain accurate, organized records of calls, emails, outreach attempts, and client progress.

Coordination & Process Management

• Coordinate communication between families, healthcare providers, and internal teams.
• Monitor each family's progress from initial enquiry or referral through to intake completion.
• Identify outstanding requirements and follow up proactively to minimize delays.
• Ensure all information is recorded accurately in the company's CRM system.
• Follow established procedures and maintain confidentiality when handling sensitive client information.

Minimum Requirements & Preferred Experience

• Previous experience in administrative support, customer service, client intake, healthcare administration, or a similar role.
• Strong verbal and written English communication skills.
• Confidence handling inbound and outbound calls, follow-up emails, and professional correspondence.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple leads, clients, and outstanding documents simultaneously.
• Comfortable working with email platforms, CRM systems, and digital documentation.
• Ability to work independently, follow established processes, and meet deadlines.
• A compassionate, patient, and service-oriented approach when working with families.

Experience in healthcare, medical administration, patient coordination, admissions, or client onboarding will be an advantage. Direct ABA experience is beneficial but not essential if the candidate has strong transferable skills.

Required Software & Tools

• Microsoft Outlook: Managing emails, responding to enquiries, sending documentation, and maintaining organized correspondence.
• CRM System: Recording family details, tracking leads, updating intake statuses, and documenting follow-up activities.
• Digital Documentation Tools: Managing intake forms, consent forms, and supporting paperwork.

Candidates should be comfortable learning new software and navigating digital systems efficiently.

Essential Skills & Competencies

• Excellent phone manner: Able to communicate warmly and professionally with parents, caregivers, and healthcare providers.
• Empathy and patience: Understands that families may need guidance and reassurance when navigating the intake process.
• Strong follow-up skills: Persistent and proactive in contacting families and obtaining outstanding documentation.
• Organization and attention to detail: Keeps accurate records and ensures important paperwork and follow-ups are not missed.
• Problem-solving: Identifies missing information, resolves administrative issues, and knows when to escalate concerns.
• Time management: Prioritizes tasks effectively while managing multiple active intakes.
• Professionalism and confidentiality: Handles sensitive information responsibly and maintains