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

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 clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

We are seeking a compassionate, highly organized Intake Coordinator to support families through the onboarding process for therapy services. This role ensures new families receive a warm, professional, and structured experience from their first interaction through intake completion.

The ideal candidate is empathetic, detail-oriented, and comfortable guiding families through administrative and insurance processes while managing multiple tasks in a fast-paced environment.

PLEASE NOTE:

• Working Hours: Monday – Friday | 11:00 AM – 8:00 PM EST (6:00 PM – 03:00 AM South African time – subject to daylight savings).
• Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote.

Key Responsibilities:

• Serve as the first point of contact for new family inquiries
• Guide families through the intake process with professionalism and empathy
• Collect, verify, and maintain accurate client and guardian information
• Educate families on therapy services and answer initial questions
• Send and track intake documentation via IntakeQ or other designated systems
• Verify receipt and completion of intake packets, providing assistance as needed
• Track all activity and follow-ups in ClickUp to maintain accuracy, accountability, and team visibility
• Follow up consistently with families to ensure timely completion of onboarding steps
• Coordinate next steps, including insurance verification and assessment scheduling
• Maintain confidentiality and handle sensitive information with care
• Conduct clear, compassionate conversations with parents/guardians, providing guidance at each step
• Close calls by explaining next steps and offering ongoing support
• Reference internal guides (e.g., Insurance Guide) as required

Requirements:
• Previous experience in intake coordination, patient coordination, medical administration, or customer support
• Experience supporting families or clients in healthcare, therapy, or behavioral health environments
• Familiarity with insurance verification or healthcare intake processes
• Experience working with CRM or task-tracking platforms (ClickUp preferred)
• Excellent verbal and written English communication
• Empathetic, patient, and professional approach
• Highly organized and detail-oriented with the ability to manage multiple tasks simultaneously
• Comfortable guiding families through processes independently in a remote environment
• Comfortable using online systems, portals, and tracking tools
• Reliable internet connection and quiet remote workspace required

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