Client Intake Specialist

Compensation:USD/month (DOE)
Working Hours: MondayFriday 40 hours/week - 9am5pm or 12pm8pm US Central Time (may require some weekend work)
Location: Fully Remote - Costa Rica or Panama
Employment: Full-time

For many people an intake call is the first time theyve said out loud that they need help.

As a Client Intake Specialist youll be the first point of contact for people enquiring about our therapy and coaching programs.

Youll speak with new enquiries understand what theyre looking for assess whether the program is genuinely appropriate for them explain what the program involves and what it costs and make sure they finish the call knowing exactly what their next step is.

This isnt a sales role.

Your job is to make an accurate thoughtful assessment -not to persuade someone to become a client.

Sometimes that means booking someone directly with a therapist because theyre a strong fit and ready to proceed. Sometimes it means being honest that the program isnt the right fit right now.

Either outcome is a successful call when the person has been listened to properly assessed and given clear information.

Youll take ownership of each intake from beginning to end.

Your responsibilities will include:

• Joining scheduled video calls with new enquiries and managing each call from beginning to end.

• Starting with a short suitability screening question before moving into the wider conversation.

• Understanding what the person is looking for and what support they need.

• Asking appropriate questions about sensitive subjects calmly and respectfully.

• Assessing whether someone is a suitable fit for the program.

• Explaining the program clearly and naturally using your own words rather than reading from a script.

• Clearly communicating practical requirements expectations and cost.

• Recognising when someone isnt the right fit and ending the conversation with care and clarity.

• Booking suitable clients directly with the appropriate therapist when theyre ready to proceed.

• Recording a clear reason and outcome when someone isnt a fit or isnt ready to move forward.

• Completing the call log accurately before moving on to the next call -every time.

• Keeping client information and records organised and up to date.

• Learning and confidently using new software and systems.

• Working independently while staying connected with the wider team.

Were looking for someone who is calm organised perceptive and genuinely comfortable talking to people about difficult or personal subjects.

Youll ideally have previous experience in a screening intake triage coordination or client-facing role particularly where youve needed to ask sensitive questions assess suitability or explain practical requirements clearly.

Relevant experience may include:

• Healthcare or patient coordination

• Therapy or mental health intake

• Coaching or wellness

• Client intake or screening

• Call centre intake

• Customer or client support

• Care coordination

• Other structured assessment or triage roles

Youll also need:

• Strong spoken and written English.

• A calm neutral manner on video calls.

• Confidence discussing sensitive topics including mental health and cost.

• The ability to ask direct questions without making people feel uncomfortable or rushed.

• The ability to explain requirements plainly and consistently.

• Excellent organisation and attention to detail.

• A habit of documenting things immediately rather than relying on memory.

• Confidence in learning new software and systems quickly.

• The ability to work independently with minimal supervision.

• Availability to work the required US Central Time hours.

• To be based in Costa Rica or Panama.

Success in this role isnt measured by how many people you convince to book.

Its measured by the quality and accuracy of each conversation.

Youll be successful when you consistently:

• Make accurate suitability decisions.

• Ask the right questions.

• Give people clear and honest information.

• Ensure callers understand exactly where they stand when the call ends.

• Make the appropriate referral or booking when someone is a genuine fit.

• Handle unsuitable enquiries respectfully and clearly.

• Maintain a complete accurate record of every call.

Nothing gets left to memory. Every call gets logged. Every person gets a clear outcome.

That level of consistency matters in this role.

Youll be joining at an exciting point for the team as we expand this function and bring on two people to build it out properly.

Were a small remote-first team where your work genuinely matters.

Youll also receive regular meaningful feedback on your calls rather than waiting for an annual review.

We record calls and review them because we take the quality of this work seriously. The aim isnt simply to get through calls - its to make sure every person who speaks with us receives a thoughtful professional and consistent experience.

If youre someone who can stay calm when conversations are difficult listen carefully ask the questions that matter and give people a clear and honest outcome wed love to hear from you.