Client Intake Coordinator (ABA Therapy) - EST Hours (Remote)

Overview

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our U.S.-based clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.

Our client is a U.S.-based ABA therapy company providing essential services to children and families. We are seeking a Client Intake Coordinator to serve as the first point of contact for prospective clients, managing inbound leads and guiding families through the intake and onboarding process. This role requires a strong phone presence, empathy, and excellent follow-up skills, with a light sales component focused on converting leads into active clients through clear communication and trust-building.

PLEASE NOTE

• Working Hours: Mon - Fri, 9:00 AM - 6:00 PM EST (4:00 PM - 01:00 AM South African Time). These working hours are subject to change depending on daylight savings and/or the operational requirements of the company
• Work Environment: This is a fully remote working role
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA)
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered

Responsibilities

• Handle incoming client leads via phone and email and convert them into active clients
• Provide clear, accurate information to families regarding services, processes, and next steps
• Collect, review, and follow up on required onboarding documentation
• Proactively follow up on older or inactive leads to re-engage and onboard clients
• Maintain accurate and up-to-date client records and intake notes
• Ensure a professional, patient, and supportive experience for all families
• Communicate effectively with internal teams to ensure smooth onboarding

Requirements

• Previous experience in customer service, client support, intake, or call-based roles
• Excellent verbal and written communication skills
• Strong phone presence with a calm, patient, and empathetic approach
• Highly organized with strong attention to detail
• Proactive and able to manage follow-ups independently
• Basic computer literacy, including MS Office and Outlook
• Previous experience in ABA therapy, healthcare intake, or medical administration is advantageous

If you are not contacted within 14 working days, please consider your application unsuccessful.

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