Bilingual Family Intake Coordinator - Scheduling

FronteraCare•Las Cruces, NM

13h•$20 - $25

About The Position

FronteraCare delivers life-changing autism services to children and families across New Mexico and Colorado. We provide high quality diagnostic evaluations and ABA therapy, partnering closely with parents, grandparents, foster parents, and other caregivers to create individualized care plans rooted in each child's unique strengths, needs, and family context. Our clinicians are committed to evidence-based, compassionate care that helps children with autism thrive. We believe the best outcomes are when families are at the heart of the treatment. By combining clinical expertise with family insights, we help children build skills, gain confidence, and thrive. Our Mission: Our mission is to expand access to exceptional diagnostic and behavioral healthcare for every child, no matter where they live or their circumstances. Position Summary: The Family Intake Coordinator plays a critical role in supporting families through the onboarding and intake process for ABA and diagnostic services at FronteraCare. This position serves as a primary point of contact for new families, helping ensure a supportive, organized, and seamless transition into services. The Family Intake Coordinator owns all post-intake appointment scheduling — including diagnostic evaluations, Initial Assessments (IAs), and Family Fluency parent coaching sessions — while also coordinating intake workflows, documentation, insurance and authorization processes, and ongoing communication with families throughout onboarding. This role works closely with clinical, scheduling, billing, credentialing, and operations teams to help reduce barriers to care and ensure timely service initiation. As the primary scheduler within the intake team, the Family Intake Coordinator books every evaluation, IA appointment, and Family Fluency session for assigned families; sends confirmations & reminders for each; bundles related appointments together to reduce family confusion; and routes families through post-evaluation outcomes. The goal of this role is to help qualified families move from referral or inquiry to service start as quickly, clearly, and compassionately as possible, while reducing drop-off, delays, and confusion throughout the onboarding process.

Requirements

1+ years of experience in healthcare intake, scheduling, customer service, or administrative support
Strong organizational skills with exceptional attention to detail
Excellent verbal and written communication skills
Ability to multitask, prioritize, and manage deadlines effectively
Strong customer service and problem-solving abilities
Experience working with families, patients, or clients in healthcare, behavioral health, or human services
Proficiency in EHR systems, Google Suite, and administrative platforms
Professional, compassionate, and solutions-oriented demeanor
Reliable attendance and punctuality
Bilingual English/Spanish

Nice To Haves

Experience in ABA, autism services, pediatric healthcare, or behavioral health
Experience with insurance verification and authorization processes
Experience in scheduling or healthcare coordination roles
Familiarity with intake workflows and onboarding processes in a healthcare setting

Responsibilities

Serve as a primary point of contact for new client inquiries, referrals, and onboarding support
Provide compassionate and proactive communication to families regarding services, timelines, evaluations, and next steps
Guide families through each stage of the intake and onboarding process
Help families navigate scheduling, documentation, insurance, and service readiness requirements
Maintain a positive customer experience through timely follow-up and ongoing communication
Escalate concerns or barriers appropriately to leadership when needed
Coordinate assigned intake workflows to support timely movement from referral to service initiation
Schedule all diagnostic evaluations, Initial Assessments (IAs), and Family Fluency parent coaching sessions for assigned families
Book IA Appointment #1, IA Appointment #2, and all 4 initial Family Fluency sessions with the assigned BCBA together at the time of initial IA scheduling — as a single appointment bundle for the family
If IA Appointment #1 is missed or rescheduled, reschedule the entire bundle (IA #1, IA #2, and all 4 Fluency sessions) together as a unit
Send reminder confirmations (calls, texts, emails) 1 week, 48 hours, & 24 hours before every scheduled evaluation and IA appointment
Route families through post-evaluation outcomes — including transitioning eligible families to IA scheduling, coordinating return-to-payor or community referrals when no diagnosis is confirmed, and supporting closure communications
Hand off to the scheduling team once the initial appointment bundle is confirmed; subsequent reschedules transition to the scheduling team
Partner with Community Health Workers (CHWs), BCBAs, Psychologists, Scheduling, and Operations teams to support smooth onboarding transitions
Ensure all required client information and documentation are completed prior to the start of services
Assist with intake coverage and prioritization of urgent onboarding needs
Collect, organize, and maintain client documentation including: Intake paperwork, Medical history, Diagnostic reports, Consent forms, Assessment documentation
Collect insurance information and coordinate insurance verification with payor operations or billing teams
Track intake documentation, authorization timelines, and onboarding milestones
Ensure accuracy and organization of intake records within EHR and internal systems
Provide a warm, supportive, and responsive onboarding experience for families
Keep families informed regarding intake status, scheduling updates, and onboarding progress
Support continuity of communication between families and internal teams
Help identify and reduce barriers that may delay services
Track key intake milestones, onboarding timelines, and communication touchpoints
Maintain accurate intake data and documentation within company systems
Support reporting needs related to intake conversion, onboarding progress, and scheduling
Send diagnostic reports and onboarding updates to families in a timely manner
Meet weekly and monthly KPIs
Support ongoing improvements to intake workflows, templates, and communication processes
Collaborate with leadership and cross-functional teams to improve operational efficiency and family experience
Assist with maintaining organized systems and standardized intake procedures