Intake Lead Coordinator

Full job description

Intake Lead Coordinator | Headstart Health

About Headstart Health:

Headstart Health empowers BCBAs to build and run their own independent ABA practices. We believe autism care works best when clinicians are empowered to lead, innovate, and build meaningful relationships within their communities.

Traditional healthcare systems often leave families overwhelmed and clinicians burned out. We’re building something different: locally rooted, relationship-driven ABA companies supported by strong operational infrastructure, ethical leadership, and real community connection.

Headstart provides independent providers with the operational backbone to launch and grow sustainable ABA companies, including credentialing, intake, billing, recruiting, marketing support, and ongoing mentorship—so providers can focus on delivering exceptional care.

We currently operate across North Carolina, Georgia, Indiana, Texas, and Arizona, with continued national expansion ahead.

About the Role:

We’re hiring a highly organized, high-agency Intake Lead Coordinator to own day-to-day execution across the early stages of the family intake journey.

Success in this role means moving families through the intake funnel quickly, accurately, and compassionately — from new inquiry and first outreach through Insurance Verification handoff. Day-to-day, that looks like managing newly scheduled calls and open leads, handling referrals and incoming faxes, gathering clinical and insurance documentation, supporting HDS portal setup, assisting with service orders and diagnostic evaluations, and ensuring Salesforce records stay clean and up to date.

This is a fast-paced, execution-oriented role with meaningful impact on both family experience and operational performance. You’ll work closely with the Lead Manager, who provides prioritization, quality oversight, escalation support, and process guidance, while you help execute the shared intake workflow day to day.

You’ll be joining a collaborative, supportive team that cares deeply about both the families we serve and the operational systems that support great care delivery.

What You’ll Do:

Lead & Family Communication

• Manage inbound inquiries, newly scheduled intake calls, and outbound family communication across a high-volume lead pipeline
• Conduct consistent follow-up on open leads, missing paperwork, and stalled next steps to drive progression through the funnel
• Educate families on ABA therapy and the Headstart Health intake process
• Ensure families feel informed, supported, and confident throughout the intake experience

Intake & Documentation Coordination

• Gather required clinical, insurance, demographic, and intake documentation
• Coordinate with physicians, schools, referral sources, and insurance stakeholders to obtain records, service orders, diagnostic evaluations, and required forms
• Track documentation, fax, referral, and missing-paperwork status until all required materials are received and confirmed complete
• Support HDS portal setup and smooth handoff into Insurance Verification (VOB)

Salesforce & Operational Execution

• Review incoming referrals and faxes, load or update the appropriate Salesforce records, and maintain accurate lead-stage data
• Log outreach activity, call outcomes, referral details, fax status, and documentation status in real time
• Monitor lead progression and escalate SLA risks, documentation blockers, or family concerns proactively
• Execute shared intake workflows consistently while surfacing gaps, edge cases, and process-improvement opportunities

Cross-Functional Collaboration

• Partner closely with the Lead Manager, Intake, Insurance Ops, and leadership teams to ensure smooth operational handoffs
• Build and maintain strong working relationships with referral partners and internal stakeholders
• Identify workflow inefficiencies or operational gaps and contribute ideas to improve the process

Qualifications:

• 1–3+ years of experience in patient intake, care coordination, healthcare operations, or a similar frontline support role
• Prior experience in ABA, behavioral health, pediatric healthcare, or a related clinical services environment strongly preferred
• Comfortable operating in a high-volume phone and outreach environment
• Experience managing multiple open cases or workflows simultaneously
• Working knowledge of Salesforce or a comparable CRM platform
• Strong verbal communication and active listening skills
• Highly organized with strong attention to detail and follow-through
• Comfortable operating in a fast-paced environment where processes continue to evolve
• Ability to work independently and proactively move work forward

Nice to Have:

• Experience at a high-growth healthcare startup or multi-site ABA organization
• Familiarity with insurance eligibility, VOB processes, or payor documentation requirements
• Experience using VoIP phone systems (e.g. Aircall) and virtual fax tools
• Experience improving or building operational workflows and processes

What Success Looks Like:

• Leads are contacted quickly and consistently within SLA expectations
• Families progress smoothly through the early intake funnel with minimal delays
• Documentation, faxes, referrals, HDS portal setup, service orders, and diagnostic evaluation requests are handled accurately and on time
• Salesforce records remain clean, current, and reflective of real-time lead, referral, fax, and documentation status
• Families report a positive, responsive, and supportive intake experience
• The Lead Manager, Insurance Ops, and downstream teams receive organized and timely handoffs

Why Headstart Health:

• Collaborative, supportive, and mission-driven culture
• Meaningful, challenging problems to solve
• High impact in a growing company
• Close partnership and mentorship from leadership
• Real opportunity to grow as we scale
• Remote working environment with regular team bonding events
• Competitive benefits (e.g. PTO, health, vision)

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Paid time off

Application Question(s):

• Why are you interested in Headstart / what makes you a good fit for the role?

Experience:

• ABA : 1 year (Required)

Work Location: Remote