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 clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are seeking a compassionate, highly organized Intake Coordinator to support families through the onboarding process for therapy services. This role ensures new families receive a warm, professional, and structured experience from their first interaction through intake completion.
The ideal candidate is empathetic, detail-oriented, and comfortable guiding families through administrative and insurance processes while managing multiple tasks in a fast-paced environment.
PLEASE NOTE:
- Working Hours: Monday – Friday | 11:00 AM – 8:00 PM EST (6:00 PM – 03:00 AM South African time – subject to daylight savings).
- Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Key Responsibilities:
Serve as the first point of contact for new family inquiries
Guide families through the intake process with professionalism and empathy
Collect, verify, and maintain accurate client and guardian information
Educate families on therapy services and answer initial questions
Send and track intake documentation via IntakeQ or other designated systems
Verify receipt and completion of intake packets, providing assistance as needed
Track all activity and follow-ups in ClickUp to maintain accuracy, accountability, and team visibility
Follow up consistently with families to ensure timely completion of onboarding steps
Coordinate next steps, including insurance verification and assessment scheduling
Maintain confidentiality and handle sensitive information with care
Conduct clear, compassionate conversations with parents/guardians, providing guidance at each step
Close calls by explaining next steps and offering ongoing support
Reference internal guides (e.g., Insurance Guide) as required
Previous experience in intake coordination, patient coordination, medical administration, or customer support
Experience supporting families or clients in healthcare, therapy, or behavioral health environments
Familiarity with insurance verification or healthcare intake processes
Experience working with CRM or task-tracking platforms (ClickUp preferred)
Excellent verbal and written English communication
Empathetic, patient, and professional approach
Highly organized and detail-oriented with the ability to manage multiple tasks simultaneously
Comfortable guiding families through processes independently in a remote environment
Comfortable using online systems, portals, and tracking tools
Reliable internet connection and quiet remote workspace required
If you are not contacted within 14 working days, please consider your application unsuccessful.
