Client Intake Specialist

Be The First Calm, Clear Step For Someone Looking For Support

Compensation: 8001,000 USD/month (DOE)
Working Hours: MondayFriday, 40 hours/week - 9am5pm or 12pm8pm US Central Time (may require some weekend work)
Location: Fully Remote - Costa Rica or Panama
Employment: Full-time

The Opportunity

For many people, an intake call is the first time they've said out loud that they need help.

As a Client Intake Specialist, you'll be the first point of contact for people enquiring about our therapy and coaching programs.

You'll speak with new enquiries, understand what they're looking for, assess whether the program is genuinely appropriate for them, explain what the program involves and what it costs, and make sure they finish the call knowing exactly what their next step is.

This isn't a sales role.

Your job is to make an accurate, thoughtful assessment -not to persuade someone to become a client.

Sometimes that means booking someone directly with a therapist because they're a strong fit and ready to proceed. Sometimes it means being honest that the program isn't the right fit right now.

Either outcome is a successful call when the person has been listened to, properly assessed and given clear information.

What You'll Do

You'll take ownership of each intake from beginning to end.

Your responsibilities will include:

• Joining scheduled video calls with new enquiries and managing each call from beginning to end.
• Starting with a short suitability screening question before moving into the wider conversation.
• Understanding what the person is looking for and what support they need.
• Asking appropriate questions about sensitive subjects calmly and respectfully.
• Assessing whether someone is a suitable fit for the program.
• Explaining the program clearly and naturally, using your own words rather than reading from a script.
• Clearly communicating practical requirements, expectations and cost.
• Recognising when someone isn't the right fit and ending the conversation with care and clarity.
• Booking suitable clients directly with the appropriate therapist when they're ready to proceed.
• Recording a clear reason and outcome when someone isn't a fit or isn't ready to move forward.
• Completing the call log accurately before moving on to the next call -every time.
• Keeping client information and records organised and up to date.
• Learning and confidently using new software and systems.
• Working independently while staying connected with the wider team.

What We're Looking For

We're looking for someone who is calm, organised, perceptive and genuinely comfortable talking to people about difficult or personal subjects.

You'll ideally have previous experience in a screening, intake, triage, coordination or client-facing role, particularly where you've needed to ask sensitive questions, assess suitability or explain practical requirements clearly.

Relevant experience may include:

• Healthcare or patient coordination
• Therapy or mental health intake
• Coaching or wellness
• Client intake or screening
• Call centre intake
• Customer or client support
• Care coordination
• Other structured assessment or triage roles

You'll also need:

• Strong spoken and written English.
• A calm, neutral manner on video calls.
• Confidence discussing sensitive topics, including mental health and cost.
• The ability to ask direct questions without making people feel uncomfortable or rushed.
• The ability to explain requirements plainly and consistently.
• Excellent organisation and attention to detail.
• A habit of documenting things immediately rather than relying on memory.
• Confidence in learning new software and systems quickly.
• The ability to work independently with minimal supervision.
• Availability to work the required US Central Time hours.
• To be based in Costa Rica or Panama.

What Success Looks Like

Success in this role isn't measured by how many people you convince to book.

It's measured by the quality and accuracy of each conversation.

You'll be successful when you consistently:

• Make accurate suitability decisions.
• Ask the right questions.
• Give people clear and honest information.
• Ensure callers understand exactly where they stand when the call ends.
• Make the appropriate referral or booking when someone is a genuine fit.
• Handle unsuitable enquiries respectfully and clearly.
• Maintain a complete, accurate record of every call.

Nothing gets left to memory. Every call gets logged. Every person gets a clear outcome. That level of consistency matters in this role.

Why Join Us?

You'll be joining at an exciting point for the team as we expand this function and bring on two people to build it out properly.

We're a small, remote-first team where your work genuinely matters.

You'll also receive regular, meaningful feedback on your calls rather than waiting for an annual review.

We record calls and review them because we take the quality of this work seriously. The aim isn't simply to get through calls - it's to make sure every person who speaks with us receives a thoughtful, professional and consistent experience.

If you're someone who can stay calm when conversations are difficult, listen carefully, ask the questions that matter and give people a clear and honest outcome, we'd love to hear from you.