Intake Specialist

Company: ISTA Personnel Solutions (on behalf of a US-based ABA Therapy Company)
Location: Fully Remote
Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time, subject to daylight savings)

Be the warm, professional, and efficient first point of contact for families beginning their ABA therapy journey. ISTA Personnel Solutions is recruiting for an Intake Specialist to serve as a dedicated extension of a fast-growing US-based ABA therapy company. This role is critical in guiding families through the intake and onboarding process with empathy and precision.

About the Role:
As an Intake Specialist, you are the first voice families hear when seeking ABA therapy services. Your role is to provide a welcoming, professional, and efficient experience, ensuring families feel supported as they navigate the intake process. This position demands a blend of empathy, organization, and urgency, as prompt and careful handling of inquiries and documentation is paramount.

Key Responsibilities:

• Serve as the first point of contact for families inquiring about ABA therapy services.
• Guide families through the full intake and onboarding process, explaining steps and answering questions.
• Collect and follow up on required intake documentation, ensuring accuracy and timeliness.
• Track family progress through the intake pipeline and proactively follow up.
• Respond promptly to inquiries via phone and email.
• Accurately capture and update family/client information in relevant systems (e.g., CentralReach).
• Coordinate with internal teams (scheduling, clinical, administrative) for smooth handovers.
• Flag delays, incomplete documentation, or unresponsive families to the relevant team members.
• Maintain consistency and attention to detail across high-volume intake cases.

Requirements:

• Communication: Excellent English verbal communication with a warm, professional, and empathetic phone manner. Strong written communication skills.
• Organization: Highly organized with the ability to manage multiple intake cases simultaneously.
• Urgency & Responsiveness: A strong sense of urgency and responsiveness.
• Experience: Prior experience in a customer-facing, intake, patient coordination, or administrative support role is preferred.
• Systems: Experience with CentralReach, ClickUp, or similar practice management/CRM platforms is an advantage.
• Domain Knowledge: Familiarity with ABA therapy, healthcare, disability services, or education is a plus.
• Work Ethic: Self-motivated, process-oriented, and comfortable with repetitive, process-driven work while maintaining high standards of quality and accuracy.

Mandatory Technical Requirements:

• Working Hours: Must be available for the specified EST working hours.
• Public Holidays: Must be available to work on both South African and US public holidays (compensation provided for SA holidays as per BCEA).
• Internet: Fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. (No Rain, LTE, 5G, etc.).
• Power Backup: A reliable backup power solution (UPS, inverter, solar, etc.) is mandatory.

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