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

Job description

Position Title: Bilingual Intake Coordinator (Spanish) Timezone: MT/CT Reports To: Director, Client Engagement Direct Reports: None Status: Full-Time, Salary ($60k-$65K) Position Summary: The Bilingual Intake Coordinator plays a critical role in ensuring families experience a warm, efficient, and well-supported introduction to services at Positive Development. As a key member of the Client Engagement team, this role manages high‑volume client onboarding activities—including verification, documentation coordination, and early-stage family communication. This is not an entry-level position. The Intake Coordinator must bring significant experience in healthcare, behavioral health, or human services systems, with a proven ability to execute complex workflows, manage caseloads, and operate effectively within a dynamic, multi‑disciplinary environment. The ideal candidate excels in balancing compassionate communication with precision, urgency, and strong operational judgment. Working under the leadership of the Director of Client Engagement, the Intake Coordinator ensures that every new family receives accurate information, timely responses, and a seamless transition from initial inquiry through ongoing service readiness. Key Responsibilities: Intake Processing & Client Onboarding · 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: Required · 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. · Bilingual proficiency is preferred. About Positive Development: Positive Development is the leading provider of developmental autistic services, committed to expanding access to high-quality, evidence-based care. We are focused on scaling our model, improving clinical outcomes, and optimizing our workforce to deliver exceptional client experiences.