Client Intake Coordinator (ABA Therapy) - EST Hours (Remote)

ISTA Solutions; South Africa; Remote; ZAR 180,000 - 260,000; Full time

Job summary

A dedicated BPO company seeks a Client Intake Coordinator to manage incoming client leads and guide prospective clients through the intake process. This fully remote role requires strong communication skills and the ability to convert leads into active clients. Key responsibilities include providing clear information, maintaining client records, and engaging with clients warmly and patiently. Ideal candidates will have experience in customer service and be organized with good follow-up skills.

Qualifications

• Previous experience in customer service or client support roles.
• Strong attention to detail and organization.
• Calm and empathetic approach on the phone.
• Organized with strong attention to detail; independent follow-ups.

Responsibilities

• Handle incoming client leads via phone and email.
• Provide accurate information to families.
• Maintain accurate client records and notes.
• Proactively follow up on older or inactive leads to re-engage and onboard clients.
• Maintain accurate client records and intake notes.
• Communicate effectively with internal teams to ensure smooth onboarding.

Skills

Customer service

Excellent verbal and written communication

Strong phone presence

Organizational skills

Proactive follow-up

Basic computer literacy

Follow-up

MS Office

Tools

MS Office

Outlook

Job description

Overview

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our U.S.-based clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.

Our client is a U.S.-based ABA therapy company providing essential services to children and families. We are seeking a Client Intake Coordinator to serve as the first point of contact for prospective clients, managing inbound leads and guiding families through the intake and onboarding process. This role requires a strong phone presence, empathy, and excellent follow-up skills, with a light sales component focused on converting leads into active clients through clear communication and trust-building.

PLEASE NOTE

• Working Hours: Mon - Fri, 9:00 AM - 6:00 PM EST (4:00 PM - 01:00 AM South African Time). These working hours are subject to change depending on daylight savings and/or the operational requirements of the company
• Work Environment: This is a fully remote working role
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA)
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered

Responsibilities

• Handle incoming client leads via phone and email and convert them into active clients
• Provide clear, accurate information to families regarding services, processes, and next steps
• Collect, review, and follow up on required onboarding documentation
• Proactively follow up on older or inactive leads to re-engage and onboard clients
• Maintain accurate and up-to-date client records and intake notes
• Ensure a professional, patient, and supportive experience for all families
• Communicate effectively with internal teams to ensure smooth onboarding

Requirements

• Previous experience in customer service, client support, intake, or call-based roles
• Excellent verbal and written communication skills
• Strong phone presence with a calm, patient, and empathetic approach
• Highly organized with strong attention to detail
• Proactive and able to manage follow-ups independently
• Basic computer literacy, including MS Office and Outlook
• Previous experience in ABA therapy, healthcare intake, or medical administration is advantageous

If you are not contacted within 14 working days, please consider your application unsuccessful.