Healthcare Intake Specialist (Remote)

About the role

A compassionate, organised and service-driven Healthcare Intake Specialist is sought to support an ABA (Applied Behaviour Analysis) provider serving families in the United States. You will be the first point of contact for parents seeking ABA services for their children, guiding them through the initial intake process, gathering information, managing enquiries and ensuring consistent follow-up. The role is fully remote.

Key responsibilities

• Respond promptly and professionally to enquiries from prospective families and act as a compassionate first point of contact.
• Gather, verify and accurately record family and intake information, explaining the process, requirements and next steps.
• Follow up consistently and keep records up to date in the relevant CRM or intake management systems.
• Identify suitable enquiries, guide families through the intake stages and communicate progress and outstanding information to internal teams.
• Handle sensitive family information with discretion and confidentiality, and balance efficiency with each family's individual circumstances.

Required profile

• Previous experience in customer service, client care, intake coordination or another customer-facing role.
• Excellent verbal and written English, with confidence communicating with American clients and families.
• Compassionate, patient and emotionally mature, able to handle sensitive or emotional conversations with empathy.
• Strong organisation, attention to detail and ability to manage multiple enquiries and competing priorities.
• Comfortable working independently in a fully remote environment.

Required skills

• CRM or lead management systems; Microsoft Office 365 or Google Workspace (email, spreadsheets, documents).
• VoIP or cloud-based phone systems, and video conferencing tools such as Zoom and Microsoft Teams.
• Advantageous: healthcare administration, patient coordination, medical or behavioural health intake, ABA or autism services, social work, appointment coordination, and experience with systems such as CentralReach.