Intake Specialist - Remote

About the Client

One of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America's most valued mental healthcare company, where teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About the Job

Our Center of Excellence is built on a culture of service excellence. We believe that everyone can benefit from working with a skilled life coach, and strive to ensure that people all across the country have that very opportunity. The role of the Intake Specialist is an administrative and full-time remote position, and is responsible for actively managing a pipeline of prospective clients from sources, primarily United Healthcare. The role will involve managing referrals and accounts in various systems, providing exceptional customer service to prospective and existing clients, completing client booking, as well as other administrative duties that support the needs of the business. The ideal candidate thrives in a fast-paced, mission-driven environment and demonstrates exceptional communication skills, attention to detail, and adaptability. We have many prospective and existing clients reaching out for support, and it's our job to help them feel heard, explain what our services offer, and support them through seamless scheduling and account processes. Your support will ensure our clients feel comfortable, informed, and excited about getting started with their journey.

Responsibilities

• Manage high-volume inbound client interactions using platforms such as Salesforce, an intake form, NICE, various EHR systems, and ThriveSupport.
• Handle 50+ calls daily while maintaining a high standard of organization and follow-through.
• Meet or exceed key performance indicators (KPIs) QA, number of calls taken, AHT, etc.
• Ensure clients are a strong fit for services by aligning their needs with appropriate offerings.
• Address and escalate client concerns to other departments and leadership and follow up as necessary to ensure satisfactory resolution.
• Work collaboratively in a fast-paced and ever-changing team environment.
• Additional duties requested by Supervisor/Manager.

Requirements

• Customer Service and Call Center experience is required, experience in the mental health field is preferred.
• High proficiency in Google Suite (Docs, Sheets, Gmail, etc.) and CRM platforms, particularly Salesforce.
• Must have a designated, quiet workspace to maintain client confidentiality and adhere to HIPAA compliance standards.
• Excellent verbal and written communication skills, with the ability to engage a diverse range of clientele professionally and empathetically.
• Work hours: Monday–Friday, 8:00 AM to 8:00 PM EST; (subject to change).
• This is an FT position ranging between 32 - 40 hours per week, depending on the business needs.