Job 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.
