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

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, 3:00 PM – 12:00 AM South African Time. These working hours are subject to change depending on daylight saving time 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. Key Responsibilities Provide full coverage for Intake Coordinators during absences, handling calls, emails, follow-ups, and day-to-day intake tasks. Act as second-tier call support on the intake line — picking up calls not answered within the first few rings, checking coordinator availability, or handling the intake directly. Provide second-tier call support for the wider business, answering, resolving or routing calls according to internal escalation procedures. Conduct initial intake calls with parents and families, including those newly navigating a diagnosis and those transferring from other providers. Accurately and completely capture intake information in the client's system, including assigning the correct record status. Manage ongoing email correspondence with clients while covering an Intake Coordinator, with fast response times and disciplined follow-up. Apply sound judgement on when to take, hold or redirect a call. Multitask across live calls and system administration during coverage periods. Requirements Client-facing inbound call handling experience, call centre, front-office, reception, scheduling or customer service with direct voice contact with US-based clients. Exposure to a CRM or workflow system in a live call environment. Strong computer literacy; adapts fast to unfamiliar software. Working-level MS Word / Excel . Confident, warm phone manner with excellent spoken and written English. Organised and detail-oriented, with accurate data-capturing skills. Empathetic and patient, especially with distressed or overwhelmed callers. Fast responder with strong follow-up discipline. Good judgement on when to take, hold, or route a call. Takes initiative and multitasks calmly across calls and systems. Reliable attendance and strong schedule adherence; this is non-negotiable. ABA or healthcare industry experience is not required — full training is provided. Advantageous Experience Client intake, first-contact or new-client onboarding experience. ABA, autism services, allied health, or medical practice admin. HubSpot experience. US healthcare or US client-facing BPO exposure. If you are not contacted within 14 working days, please consider your application unsuccessful.