Bilingual Inbound Client Engagement Specialist (English/Spanish) (CT 10-7PM)

Position Summary

The Inbound Client Engagement Specialist is responsible for managing Positive Development’s inbound client inquiry queue and supporting the intake process with a strong emphasis on qualified lead conversion, responsiveness, and throughput.

Key Responsibilities

• Actively manage the inbound inquiry queue across phone, email, web forms, and referral channels, ensuring timely first contact with all new families.
• Conduct prompt outbound outreach to qualified inquiries to confirm interest, screen for service fit, and guide families into the intake process.
• Apply consistent qualification criteria to determine readiness, eligibility, and next steps for each inquiry.
• Convert qualified leads into active intakes by clearly articulating service value, setting expectations, and removing barriers to engagement.
• Maintain high data accuracy across CRM and electronic health records (EHRs).
• Track outreach attempts, contact outcomes, conversion status, referral sources, and reasons for non-conversion.
• Identify patterns in lead drop off, disqualification, or delays and surface insights to the Director of Client Engagement.
• Adhere to defined service-level expectations for response time, documentation, and follow-up.

Qualifications

• 3+ years of experience in healthcare, behavioral health, developmental services, care coordination, or client engagement roles.
• Experience working within large, multi-site systems or complex operational environments.
• Demonstrated success managing very high-volume inbound queues, competing priorities, and rapid turnaround expectations.
• Strong understanding of healthcare intake processes, documentation requirements, referral coordination and insurance workflows.
• Excellent verbal and written communication skills; ability to communicate with empathy, professionalism, and clarity.
• High proficiency with CRM systems, intake platforms, and workflow management tools.
• Strong organizational skills with keen attention to detail and accuracy.
• Experience supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings is preferred.
• Knowledge of payer requirements, authorizations, and eligibility processes in healthcare or human services.
• Experience working in a growing or evolving organization where processes are being continuously refined.

About Positive Development

Positive Development is the leading provider of developmental autistic services, committed to expanding access to high-quality, evidence-based care. We are focused on scaling our model, improving clinical outcomes, and optimizing our workforce to deliver exceptional client experiences.