Patient Intake Coordinator (ABA Experience, Fluent English) | South Africa
Are you an empathetic and highly fluent English speaker with prior experience in Applied Behavioral Analysis (ABA) therapy for Autism care? We are looking for a dedicated and detail-oriented Patient Intake Coordinator to be the first point of contact for families seeking essential services. Your exceptional communication skills will be key to guiding families through their initial journey with warmth and clarity.
Apply here: https://operationsarmy.com/application
About the Role
As the Patient Intake Coordinator, you will be responsible for creating a supportive and smooth onboarding experience for prospective families. You will be making timely outreach calls, conducting thorough intake screenings, and gathering all necessary information to facilitate a seamless transition into the benefits verification and authorization process.
The ideal candidate will be comfortable managing high call volumes, performing detailed data entry in Salesforce, and, most importantly, possess the ability to empathize deeply with families navigating Autism care. Bilingual Spanish/English speakers are strongly preferred.
Essential Qualifications & Skills
- Prior Experience in ABA Therapy: Must have prior experience with Applied Behavioral Analysis (ABA) therapy for Autism care.
- Exceptional Communication: High English fluency is required, along with a strong, professional phone presence and the ability to articulate complex information clearly and kindly.
- Experience: 2+ years of experience in patient intake, customer service, or healthcare operations.
- Tech Savvy: Familiarity with Salesforce or similar CRM systems.
- Education: Bachelors degree or equivalent work experience preferred.
- Preferred: Bilingual (English/Spanish) strongly preferred.
- Flexibility: Ability to work flexible hours, including evenings and weekends, as needed, to maximize the capture rate.
Key Responsibilities
1. Outreach & Screening
- Make prompt calls to prospective families immediately after they sign up online.
- Conduct comprehensive intake screenings to collect missing information and determine eligibility.
- Provide empathetic support and build immediate trust with families from the very first interaction.
2. Lead Management & Documentation
- Accurately record and manage all intake data in Salesforce, maintaining meticulous records.
- Convert qualified leads into opportunities and hand off seamlessly to the appropriate team for benefits verification and authorizations.
- Disqualify or close out leads as needed (e.g., lack of diagnosis, unresponsive families).
3. Conversion & Follow-Up
- Proactively re-engage families that have gone cold, focusing on achieving strong conversion rates.
- Support after-hours and weekend intake coverage to ensure we maximize our capture rate.
4. Collaboration & Quality
- Work closely with intake managers to strictly adhere to Standard Operating Procedures (SOPs), scripts, and Quality Assurance (QA) expectations.
- Partner with cross-functional teams (clinical, Revenue Cycle Management) to ensure a smooth, end-to-end intake-to-care process.
If you are a compassionate communicator with the required ABA background and are ready to make a significant impact on families' lives, we encourage you to apply!