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

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

> ISTA Personnel Solutions · South Africa (Remote) · Full-time · Posted 2026-08-25

**Workplace:** remote

**Department:** SA - Operations

## Description

**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._
## Apply
[Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/8987437A18/apply)
---
Powered by [Workable](https://www.workable.com)