About the Role
We are looking for a highly organised and proactive Healthcare Intake Coordinator to support the onboarding and coordination of new clients receiving Applied Behavior Analysis (ABA) services.
This role is responsible for managing incoming leads, gathering the necessary information to assess client eligibility, coordinating BCBA assignments, supporting insurance authorization processes, and ensuring the appropriate staff are in place before services begin.
The successful candidate will act as a central point of coordination between families, Board Certified Behavior Analysts (BCBAs), Behavior Technicians (BTs), and the internal HR team. They will ensure that each stage of the intake process progresses efficiently, required documentation is obtained, and all parties remain informed.
The ideal candidate is detail-oriented, dependable, and comfortable managing multiple cases, schedules, and outstanding requirements simultaneously. They take ownership of the intake process, follow up proactively, and identify potential barriers before they delay service delivery.
Requirements
Key Responsibilities
1. Client Intake and Eligibility
- Manage incoming leads and enquiries from prospective clients and their families.
- Contact families to collect the information and documentation required for intake.
- Review client information against established eligibility criteria.
- Ensure intake records are complete, accurate, and updated throughout the process.
- Communicate intake requirements, outstanding information, and next steps clearly to families.
- Maintain consistent follow-ups to ensure cases progress without unnecessary delays.
2. BCBA Assignment and Coordination
- Coordinate the assignment of a suitable BCBA based on availability, client requirements, and service needs.
- Communicate with assigned BCBAs regarding new cases and outstanding intake requirements.
- Coordinate the next steps needed to progress each case towards service commencement.
- Track case progress and follow up on outstanding actions.
- Escalate challenges with BCBA availability or assignment that may affect timelines.
3. Insurance Authorizations and Documentation
- Work with the assigned BCBA to coordinate insurance authorization requirements.
- Track authorization status, outstanding documentation, and submission deadlines.
- Follow up with relevant parties to obtain missing information and resolve delays.
- Maintain accurate records of authorization progress and related communications.
- Identify and escalate authorization barriers that could delay the start of services.
4. Scheduling and Service Coordination
- Coordinate client start dates and schedules with parents, BCBAs, and BTs.
- Ensure scheduling arrangements align with client needs and staff availability.
- Communicate schedule updates, changes, and outstanding requirements to all relevant parties.
- Monitor readiness for service commencement and follow up on any unresolved issues.
- Help ensure a smooth transition from initial enquiry to the start of services.
5. BT Staffing Coordination
- Work closely with HR to identify suitable Behavior Technicians based on client requirements, location, and availability.
- Communicate staffing needs and scheduling requirements to the HR team.
- Follow up on staffing progress and potential availability gaps.
- Help coordinate staffing arrangements to support timely service commencement.
- Escalate staffing challenges that may affect a client's start date.
6. Case Management and Communication
- Maintain accurate intake trackers, case records, and documentation.
- Keep families, BCBAs, BTs, HR, and other relevant stakeholders informed of progress.
- Track outstanding tasks, deadlines, and next steps for each active case.
- Manage competing priorities while ensuring important follow-ups are completed.
- Proactively identify and escalate issues relating to eligibility, authorization, staffing, or scheduling.
Minimum Requirements
- Previous experience in healthcare intake, patient coordination, healthcare administration, case coordination, or a similar role.
- Strong written and verbal English communication skills.
- Excellent telephone manner and confidence communicating with families and healthcare professionals.
- Experience managing multiple cases, scheduling requirements, and competing priorities.
- Strong organisational skills and attention to detail.
- Ability to maintain accurate records and manage documentation.
- Proactive follow-up skills and the ability to work independently.
- Ability to identify problems, communicate barriers, and escalate issues appropriately.
Preferred Experience
- Experience within Applied Behavior Analysis (ABA) or behavioural healthcare.
- Familiarity with BCBAs, BTs, or RBTs and their roles in service delivery.
- Exposure to insurance eligibility checks and authorization processes.
- Experience coordinating patient onboarding, clinical appointments, or healthcare staffing.
- Familiarity with healthcare practice management systems, CRM platforms, scheduling tools, and spreadsheets.
ABA experience is advantageous but not essential. Candidates with strong healthcare coordination or patient intake experience and the ability to learn ABA-specific processes will also be considered.
Key Skills and Competencies
- Organisation: Manages multiple active cases and keeps records and schedules up to date.
- Communication: Provides clear, professional updates to families and internal stakeholders.
- Follow-through: Tracks outstanding requirements and consistently follows up until actions are completed.
- Attention to detail: Ensures client information, documentation, and scheduling details are accurate.
- Problem-solving: Identifies barriers early and takes appropriate action to resolve them.
- Coordination: Works effectively across families, clinical professionals, HR, and administrative teams.
- Accountability: Takes ownership of assigned cases and ensures the intake process continues to move forward.
- Adaptability: Manages changing priorities, staff availability, and scheduling challenges effectively.
Performance Expectations
Success in this role will be measured by:
- Accurate and complete intake records.
- Timely follow-up on incoming leads and outstanding documentation.
- Efficient coordination of BCBA assignments and BT staffing.
- Effective tracking of insurance authorization progress.
- Accurate scheduling and coordination of service start dates.
- Clear communication with families and internal stakeholders.
- Early identification and escalation of barriers that may delay services.
