Intake Coordinator

Overview: 

The Intake Coordinator is responsible for managing and executing the day-to-day client intake process for Training Wheels ABA. This role ensures that families have a smooth and welcoming experience from their first point of contact through the start of services. The Intake Coordinator serves as the liaison between families, insurance companies, and internal departments to verify eligibility, collect documentation, and schedule assessments while maintaining compliance with HIPAA and organizational standards. 

This position requires excellent communication, strong attention to detail, and the ability to manage multiple priorities while maintaining accuracy, timeliness, and consistent follow-through in a fast-paced environment. 

Core Responsibilities: 

Client Intake & Communication 

• Serve as the primary contact for new client inquiries and referrals. 
• Provide a professional, warm, and supportive experience to all families. 
• Respond promptly to phone calls, emails, and web inquiries regarding services. 

• Complete all outreach attempts thoroughly, including calls, voicemails, emails, and documentation. 
• Explain the ABA therapy process, Training Wheels ABA programs, and intake requirements. 

• Maintain consistent follow-up timelines and align notes with next steps 

Documentation & Insurance Coordination 

• Collect all required documentation including diagnostic reports, prescriptions, and insurance cards and ensure the documentation is uploaded and organized in appropriate location promptly. 

• Ensure all client information, documentation, and status updates are consistently accurate and remain up to date across all tracking systems. 
• Verify insurance benefits and confirm network status. 
• Coordinate with the Authorizations Department to prepare and submit insurance authorizations for assessments and ongoing services. 
• Maintain up-to-date and accurate client information in CentralReach or designated CRM system. 
• Track and follow up on pending items to ensure timely progression through the intake pipeline. 

Scheduling & Collaboration 

• Coordinate assessment scheduling with Clinical Directors and BCBAs. 
• Coordinate with operations, billing, and clinical teams to support readiness for service start and ensure all required information is communicated accurately and timely. 
• Maintain an organized intake tracker to monitor each family’s progress and projected start date. 

•  Identify and escalate delays, barriers, or trends that may impact intake progression, family experience, or timeliness of service start. 
• Support clinical and operations leadership with regular intake reports and status updates. 

Compliance & Quality Standards 

• Maintain compliance with HIPAA and company confidentiality policies. 
• Ensure all intake documentation is complete, accurate, and properly stored. 
• Follow internal SOPs for intake workflow, document naming conventions, and insurance coordination. 

Core Competencies: 

• Empathy & Communication: Provides compassionate, clear communication with families. 
• Organization: Efficiently manages multiple intakes and deadlines. 
• Team Collaboration: Works well with clinicians, admin, and leadership to ensure seamless onboarding. 
• Accuracy: Ensures documentation and insurance data are complete and error-free. 
• Accountability: Maintains ownership of assigned referrals, ensures timely follow-up, and consistently executes workflows with accuracy and attention to detail. 

Minimum Qualifications: 

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred. 
• Minimum 1–2 years of experience in healthcare, behavioral health, ABA, or a related administrative role. 
• Strong organizational and multitasking skills with attention to detail. 
• Excellent written and verbal communication skills. 

Preferred Qualifications: 
• Working knowledge of Microsoft Office, Google Workspace, and EMR/CRM software (CentralReach experience preferred). 
• Demonstrated ability to maintain confidentiality and handle sensitive information. 
• Bilingual (English/Spanish) 

Reporting Structure: 

This position reports to the Intake Manager. 

Work Environment: 

• Prolonged periods of sitting at a desk and working on a computer. 
• Occasional lifting of files, office supplies, or equipment up to 15 lbs. 
• Ability to travel to Training Wheels ABA clinic locations (South Austin, Pflugerville, Dripping Springs) as needed 
• Must be comfortable working independently while maintaining strong communication and accountability 

Compensation and Benefits: 

• Competitive hourly pay, based on experience. 
• Health, dental, and vision insurance options. 
• Generous Paid Time Off and paid holidays. 
• Opportunities for professional development and internal growth.