Client Onboarding & Intake Specialist

Cyzerg

2d • Onsite

About The Position

The Client Onboarding & Intake Specialist supports families through a seamless, compassionate, and efficient transition from referral through the start of ABA services. This role is responsible for coordinating the day-to-day intake and onboarding process, maintaining accurate documentation, communicating with families and referral sources, and coordinating with Clinical, Scheduling, Billing, Credentialing, and Operations teams to help reduce barriers and expedite service initiation. The ideal candidate is organized, proactive, detail-oriented, solutions-oriented, and passionate about providing an exceptional family experience. The Specialist should be comfortable managing multiple cases, following up consistently, identifying missing information, and keeping families and internal teams informed throughout the onboarding process.

Requirements

• Able to work from 8:00 AM to 5:00 PM US Eastern Time.
• Excellent written and verbal communication skills in English.
• Minimum of two (2) years of experience in healthcare administration, client onboarding, medical office operations, intake coordination, customer service, or a related field.
• Strong organization, attention to detail, follow-up, and time-management skills.
• Strong communication and problem-solving skills.
• Proficient in Microsoft Office and Google Workspace.
• Ability to manage multiple cases, priorities, and deadlines in a fast-paced environment.
• Strong customer-service mindset and ability to communicate with families and referral sources with empathy and professionalism.
• Must be able to work from our office in Clark, Freeport, Pampanga.

Nice To Haves

• Associate's or Bachelor's degree preferred.
• Experience with healthcare documentation, insurance processes, and EHR/CRM systems preferred.

Responsibilities

• Communicate with families throughout the intake and onboarding process in a timely, compassionate, and professional manner.
• Serve as a primary point of contact for families regarding onboarding and intake requirements.
• Provide clear information about next steps, required documentation, assessments, scheduling, and service initiation.
• Respond to family questions and concerns and escalate complex issues when appropriate.
• Maintain positive and professional relationships with referral sources, including physicians, schools, and community partners.
• Ensure referrals are acknowledged and followed up on in a timely manner.
• Coordinate the onboarding process from initial referral through the start of ABA services.
• Review referrals and client information for completeness and accuracy.
• Track required documentation and follow up on missing or incomplete information.
• Monitor client progress through assessment scheduling, insurance authorization, and other onboarding requirements.
• Coordinate with Scheduling, Clinical, Billing, Credentialing, and Operations to facilitate timely service starts.
• Identify and communicate barriers that may delay onboarding and work with the appropriate teams to resolve them.
• Maintain accurate and up-to-date client records throughout the onboarding process.
• Ensure intake and onboarding documentation is complete, accurate, and maintained according to company procedures.
• Follow HIPAA requirements, payer requirements, and applicable company policies and procedures.
• Maintain confidentiality of client and family information.
• Review documentation for accuracy and completeness and promptly address missing or inconsistent information.
• Support quality checks and documentation audits as assigned.
• Maintain timely communication with internal teams regarding client status, outstanding requirements, and onboarding timelines.
• Coordinate information across multiple departments to prevent delays in service initiation.
• Document communication, follow-ups, and status updates accurately.
• Escalate urgent issues, significant changes in client status, or potential compliance concerns in accordance with company procedures.
• Maintain accurate tracking of intake and onboarding activities and case status.
• Prepare routine reports and updates related to assigned onboarding activities as requested.
• Monitor individual case timelines and follow up on outstanding items.
• Identify recurring issues or process gaps and provide recommendations for improving the client onboarding experience.
• Support implementation of workflow improvements and process enhancements.

Benefits

• A competitive base salary depends on education, experience, and industry expertise.
• Get up to 15 days of paid time off, monthly short leaves, marriage leaves, and unlimited unpaid vacation leaves.
• Annual salary increases with a predictable percentage increase based on performance review.
• Annual year-end bonus and monthly bonuses based on performance.
• Annual team-building – Shift gears and explore adventures with the team out of the office!
• Career development plans – We want you to grow and become the best at what you love.
• Casual wear in the office – Express your fashion or stay comfy!
• Flat organization with an open door policy.
• Company paid certifications and trainings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree