Intake Specialist

Position Summary

The Intake Specialist is responsible for initiating contact and providing support to our clients seeking ABA therapy by smoothly guiding them through the intake process. This role requires someone who has excellent time management, is results-driven, and responds positively to adjustments.

Duties and Responsibilities

Client Intake + Support

• Receive initial connections with clients and develop strong relationships with families.
• Build and maintain relationships with families and guide them through the diagnosis process.
• Manage a high volume of communication with new families and existing families waiting for a diagnosis.
• Follow up with all logistics-related communication from initial intake call to completed assessment.
• Categorize client's needs, clarify information, resolve, and provide solutions or alternatives.
• Communicate statuses on all leads and referrals and report back positive progress in services.
• Create and maintain accurate and confidential client files in relevant systems (e.g., SalesForce, CareConnect) throughout the intake process.
• Communicate effectively with team members to ensure a coordinated and efficient workflow.
• Obtain signatures on start-of-care documents.
• Schedule Initial Assessment appointments with families in coordination with Operations/Clinical teams.

Projects

• Participate in major projects and the implementation of new initiatives and processes.

Compliance with Centria's Code of Conduct, policies and procedures, and Federal and State laws. Responsibility to report violations of Company policies or the Code of Conduct.

Qualifications

Education: Bachelor's Degree, or equivalent work in Sales and/or Healthcare

Work Experience

• Two (2) to three (3) years of inside sales or phone-based experience
• Successful sales conversations and sales presentations experience

Equipment and Technology Requirements

• Basic computer skills
• Working knowledge of laptop/desktop PC
• Proficiency in Microsoft Suite (Word, Excel)
• Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)

Other Competency Requirements

• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Able to communicate expressively and receptively

Knowledge and Skills

• Proficiency in PC software, especially word processing and spreadsheet programs
• Effective communication skills, both written and verbal, with internal and external stakeholders
• Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Centria brand
• Ability to organize, prioritize, and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks
• Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes
• Excellent interpersonal and listening skills
• Aptitude for applying critical thinking and problem-solving skills
• Demonstrated strong work ethic with attention to detail, accuracy, and quality
• Established track record of generating error-free work

Working Conditions

• Centria's office hours are Monday through Friday from 8:30 AM – 6:00 PM.
• Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
• Intake Specialists have scheduled 9-hour shifts (8 working hours and a 1-hour unpaid lunch break) during business hours, which are Monday through Friday from 8:00 AM – 9:00 PM EST. Your specific schedule will be communicated to you by your leader.

Physical Demands

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.