Bilingual Family Intake Coordinator - Scheduling

About the Role

FronteraCare delivers life-changing autism services to children and families across New Mexico and Colorado. We provide high-quality diagnostic evaluations and ABA therapy, partnering closely with parents, grandparents, foster parents, and other caregivers to create individualized care plans rooted in each child's unique strengths, needs, and family context. Our clinicians are committed to evidence-based, compassionate care that helps children with autism thrive.

The Family Intake Coordinator plays a critical role in supporting families through the onboarding and intake process for ABA and diagnostic services at FronteraCare. This position serves as a primary point of contact for new families, helping ensure a supportive, organized, and seamless transition into services. The Family Intake Coordinator owns all post-intake appointment scheduling — including diagnostic evaluations, Initial Assessments (IAs), and Family Fluency parent coaching sessions — while also coordinating intake workflows, documentation, insurance and authorization processes, and ongoing communication with families throughout onboarding.

Responsibilities

• Family Communication & Care Navigation
  • Serve as a primary point of contact for new client inquiries, referrals, and onboarding support
  • Provide compassionate and proactive communication to families regarding services, timelines, evaluations, and next steps
  • Guide families through each stage of the intake and onboarding process
  • Help families navigate scheduling, documentation, insurance, and service readiness requirements
  • Maintain a positive customer experience through timely follow-up and ongoing communication
  • Escalate concerns or barriers appropriately to leadership when needed
• Scheduling & Intake Coordination
  • Coordinate assigned intake workflows to support timely movement from referral to service initiation
  • Schedule all diagnostic evaluations, Initial Assessments (IAs), and Family Fluency parent coaching sessions for assigned families
  • Book IA Appointment #1, IA Appointment #2, and all 4 initial Family Fluency sessions with the assigned BCBA together at the time of initial IA scheduling — as a single appointment bundle for the family
  • If IA Appointment #1 is missed or rescheduled, reschedule the entire bundle (IA #1, IA #2, and all 4 Fluency sessions) together as a unit
  • Send reminder confirmations (calls, texts, emails) 1 week, 48 hours, & 24 hours before every scheduled evaluation and IA appointment
  • Route families through post-evaluation outcomes — including transitioning eligible families to IA scheduling, coordinating return-to-payor or community referrals when no diagnosis is confirmed, and supporting closure communications
  • Hand off to the scheduling team once the initial appointment bundle is confirmed; subsequent reschedules transition to the scheduling team
  • Partner with Community Health Workers (CHWs), BCBAs, Psychologists, Scheduling, and Operations teams to support smooth onboarding transitions
  • Ensure all required client information and documentation are completed prior to the start of services
  • Assist with intake coverage and prioritization of urgent onboarding needs
• Insurance & Documentation Management
  • Collect, organize, and maintain client documentation including:
    • Intake paperwork
    • Medical history
    • Diagnostic reports
    • Consent forms
    • Assessment documentation
  • Collect insurance information and coordinate insurance verification with payor operations or billing teams
  • Track intake documentation, authorization timelines, and onboarding milestones
  • Ensure accuracy and organization of intake records within EHR and internal systems
• Client Onboarding & Customer Experience
  • Provide a warm, supportive, and responsive onboarding experience for families
  • Keep families informed regarding intake status, scheduling updates, and onboarding progress
  • Support continuity of communication between families and internal teams
  • Help identify and reduce barriers that may delay services
• Data Tracking & Reporting
  • Track key intake milestones, onboarding timelines, and communication touchpoints
  • Maintain accurate intake data and documentation within company systems
  • Support reporting needs related to intake conversion, onboarding progress, and scheduling
  • Send diagnostic reports and onboarding updates to families in a timely manner
  • Meet weekly and monthly KPIs
• Process Improvement & Team Collaboration
  • Support ongoing improvements to intake workflows, templates, and communication processes
  • Collaborate with leadership and cross-functional teams to improve operational efficiency and family experience
  • Assist with maintaining organized systems and standardized intake procedures

Key Focus Areas

• Family experience & customer service
• Intake efficiency & onboarding timelines
• Care navigation & communication
• Appointment scheduling, bundling, and reminder coordination
• Documentation accuracy & organization
• Service readiness & continuity of care

Requirements

• 1+ years of experience in healthcare intake, scheduling, customer service, or administrative support
• Strong organizational skills with exceptional attention to detail
• Excellent verbal and written communication skills
• Ability to multitask, prioritize, and manage deadlines effectively
• Strong customer service and problem-solving abilities
• Experience working with families, patients, or clients in healthcare, behavioral health, or human services
• Proficiency in EHR systems, Google Suite, and administrative platforms
• Professional, compassionate, and solutions-oriented demeanor
• Reliable attendance and punctuality

Preferred Qualifications

• Bilingual English/Spanish
• Experience in ABA, autism services, pediatric healthcare, or behavioral health
• Experience with insurance verification and authorization processes
• Experience in scheduling or healthcare coordination roles
• Familiarity with intake workflows and onboarding processes in a healthcare setting

Pay

$20 USD - $25 USD per hour

Benefits

• Health benefits
• 401(k) plan
• Paid time off (PTO) per year