Bilingual Inbound Client Engagement Specialist – English/Spanish

🔥 45 minutes ago

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Positive Development

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

👥 B2C

Healthcare • B2C

Positive Development is a provider of play-based, family-focused developmental therapy for autistic children. Their model emphasizes in-home, relational and play-centered interventions that integrate parents as partners, with 1:1 parent support and clinical expert consultations. The company markets outcomes such as improvements in communication, social engagement, emotional regulation and daily living skills — often within months — and notes coverage by most major insurers. Services include diagnostics, care teams, and expert services aimed at empowering families and promoting long-term functional development.

📋 Description

• Actively manage the inbound inquiry queue across phone, email, web forms, and referral channels, ensuring timely first contact with all new families. • Conduct prompt outbound outreach to qualified inquiries to confirm interest, screen for service fit, and guide families into the intake process. • Apply consistent qualification criteria to determine readiness, eligibility, and next steps for each inquiry. • Convert qualified leads into active intakes by clearly articulating service value, setting expectations, and removing barriers to engagement. • Monitor inbound queue health, aging, and follow-up cadence to minimize lead leakage and response delays. • Escalate high priority or time sensitive leads as needed to ensure timely processing. • Collect and validate preliminary information required to initiate intake (demographics, referral source, presenting need, insurance basics). • Ensure accurate and complete system entry before handoff to Intake Coordinators. • Provide warm, structured handoffs to Intake Coordinators, including clear documentation of client status, urgency, and outstanding needs. • Support Intake Coordinators by maintaining clean pipelines and ensuring only qualified families enter full intake workflows. • Maintain high data accuracy across CRM and electronic health records (EHRs). • Track outreach attempts, contact outcomes, conversion status, referral sources, and reasons for non conversion. • Identify patterns in lead drop off, disqualification, or delays and surface insights to the Director of Client Engagement. • Adhere to defined service-level expectations for response time, documentation, and follow-up.

🎯 Requirements

• 3+ years of experience in healthcare, behavioral health, developmental services, care coordination, or client engagement roles. • Experience working within large, multi-site systems or complex operational environments. • Demonstrated success managing very high-volume inbound queues, competing priorities, and rapid turnaround expectations. • Strong understanding of healthcare intake processes, documentation requirements, referral coordination and insurance workflows. • Excellent verbal and written communication skills; ability to communicate with empathy, professionalism, and clarity. • High proficiency with CRM systems, intake platforms, and workflow management tools. • Strong organizational skills with keen attention to detail and accuracy. • Experience supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings is preferred. • Knowledge of payer requirements, authorizations, and eligibility processes in healthcare or human services. • Experience working in a growing or evolving organization where processes are being continuously refined.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development