Bilingual Intake Coordinator (English/Spanish) (CT 10-7PM)

Key Responsibilities

• Manage the intake process for incoming clients, including referral review, documentation collection, eligibility verification, system entry, and scheduling of initial services.
• Process large volumes of referrals with a high degree of accuracy, prioritization, and timeliness.
• Maintain a professional, supportive, and informed communication style with families, caregivers, and referring providers.
• Ensure all regulatory, clinical, and operational documentation requirements are met before client’s services begin.
• Accurately track client onboarding status, follow-ups, and outstanding needs across multiple platforms.
• Collaborate with other team members to ensure smooth handoffs and readiness for ongoing services.

Client Experience & Communication

• Provide clear expectations and guidance throughout the onboarding journey.
• Deliver consistent, high-quality communication across phone, email, and system messages.
• Support families in navigating paperwork, insurance requirements, and pre-service tasks.
• Escalate complex or sensitive client needs to the Director of Client Engagement or Clinical leadership as appropriate.

Data Accuracy & Workflow Management

• Maintain exceptional data quality across CRM, intake systems, and operational tracking tools.
• Conduct regular reviews of intake information to ensure completeness, accuracy, and compliance.
• Identify workflow inconsistencies or delays and surface opportunities for improvement.
• Adhere to established turnaround times for referral processing, documentation completion, and client response times.

Cross-Functional Collaboration

• Partner with Inbound Engagement, Central Scheduling, and Clinical teams to facilitate smooth onboarding flows.
• Communicate proactively with internal stakeholders regarding client readiness, potential barriers, and caseload priorities.
• Support cross-functional initiatives aimed at reducing onboarding delays and improving overall client engagement.

Qualifications

• 3+ years of experience in healthcare, behavioral health, developmental services, care coordination, or a similar high-volume service environment.
• Experience working within large, multi-site systems or complex operational environments.
• Demonstrated success managing high caseloads, competing priorities, and rapid turnaround expectations.
• Strong understanding of healthcare intake processes, insurance workflows, and documentation requirements.
• Excellent verbal and written communication skills; ability to communicate with empathy, professionalism, and clarity.
• High proficiency with CRM platforms, intake systems, and workflow management tools.
• Strong organizational skills with keen attention to detail and accuracy.

Preferred Experience

• Supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings.
• 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.