Intake Coordinator

Intake Coordinator

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Intake Coordinator based in South Africa.

As an Intake Coordinator, you will play a key role in helping families navigate the process of accessing Applied Behavior Analysis (ABA) therapy services. You will serve as a first point of contact for prospective clients, providing clear guidance, compassionate support, and timely communication throughout the intake journey. Working remotely, you will manage incoming enquiries, follow up on referrals, coordinate documentation, and ensure families understand the steps required to begin services. You will collaborate with families, healthcare providers, and internal teams to keep the onboarding process organized and efficient. Your attention to detail and proactive approach will help prevent delays, maintain accurate records, and ensure all required documentation is completed. This role is ideal for a service-oriented professional who enjoys administrative coordination, building positive relationships, and making a meaningful difference in families' experiences.

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.