Bilingual Family Intake Specialist

Position Summary

The Bilingual Family Intake Specialist plays a critical role in helping families successfully navigate the intake and onboarding process for ABA and diagnostic services at FronteraCare. This position serves as a primary point of contact for families and is responsible for owning the intake pipeline from initial inquiry through evaluation and service readiness, ensuring families continue to move forward without unnecessary delays or gaps in communication.

This role is focused on care coordination, family engagement, pipeline management, and service readiness. The Family Intake Specialist monitors each family’s progress, manages intake leads, identifies barriers to care, coordinates with Community Health Workers (CHWs) and clinical teams, and ensures families have the appropriate documentation and information needed to move forward.

The Family Intake Specialist manages and assigns intake leads to CHWs, determines appropriate next steps, maintains accurate information in Passage Health (PH) and the intake tracker, and follows each lead through the pipeline. This includes working some families through the intake process from start to finish while appropriately assigning and coordinating other leads with the CHW team.

The goal of this role is to ensure that qualified families move through the intake process quickly, accurately, and compassionately, while minimizing missed opportunities, incomplete documentation, delays, and family drop-off.

Key Responsibilities

Family Communication & Care Coordination

• Serve as a primary point of contact for prospective and new families throughout the intake and onboarding process.
• Answer and manage the regional intake line and respond to new family inquiries in a timely and professional manner.
• Build trust and rapport with families while providing clear information about ABA services, diagnostic evaluations, and next steps.
• Guide families through the intake process and ensure they understand what is needed to move forward.
• Proactively follow up with families to prevent delays, identify barriers, and maintain momentum through the intake pipeline.
• Provide families with clear expectations regarding documentation, evaluations, service availability, and next steps.
• Identify barriers to care and work collaboratively with internal teams to resolve them.
• Escalate complex or time-sensitive concerns to leadership when appropriate.
• Maintain consistent communication with families until the appropriate handoff or completion of the intake process.

Intake Pipeline Ownership & Lead Management

• Own the intake pipeline and overall movement of families through the onboarding process, from initial inquiry through evaluation and service readiness.
• Monitor all assigned leads and ensure each family has a clearly identified next step.
• Maintain ownership of the timeline for each family and proactively address stalled or delayed leads.
• Assign appropriate intake leads to CHWs based on established workflows, capacity, and family needs.
• Maintain accurate and timely lead information in Passage Health (PH) and the designated intake tracker.
• Track each family from referral/inquiry through evaluation and subsequent service coordination.
• Work assigned leads from start to finish when appropriate, while coordinating with CHWs and other teams as needed.
• Follow up on leads that have not progressed and determine the appropriate next action.
• Identify families who are at risk of dropping out of the intake process and take proactive steps to re-engage them.
• Ensure leads are not left without communication, ownership, or a documented next step.
• Maintain accurate pipeline data and ensure all required updates are reflected in PH and the intake tracker.
• Meet established intake, conversion, response-time, and pipeline management KPIs.

Intake Quality & Service Readiness

• Conduct a quality and readiness review before an evaluation is placed on the calendar.
• Ensure the intake packet is fully completed and required documentation has been received prior to scheduling when applicable.
• Review documentation for completeness, including custody paperwork, IEPs, diagnostic information, medical records, and other required documents.
• Identify missing or incomplete information before the evaluation is scheduled.
• Communicate missing documentation or outstanding requirements to the CHW or appropriate team member.
• Take ownership of following up with families to obtain missing documentation and information.
• Ensure families are appropriately prepared and ready to move forward with the evaluation.
• Prevent incomplete or unprepared cases from unnecessarily moving forward in the process.
• Maintain accurate documentation of outstanding items, follow-up efforts, and next steps.

Evaluation Coordination and Scheduling

• Coordinate diagnostic evaluation scheduling as one component of the overall intake process.
• Ensure the evaluation is scheduled only after completing the appropriate quality and readiness checks.
• Coordinate with families, CHWs, psychologists, BCBAs, and scheduling teams to facilitate timely evaluations.
• Confirm that families understand the evaluation process, required documentation, location, timing, and expectations.
• Send appropriate reminders and confirmations to families.
• Monitor upcoming evaluations and proactively address outstanding items that could prevent the evaluation from occurring.
• Follow up on evaluation outcomes and ensure the family is appropriately routed to the next step in the care process.
• Coordinate appropriate handoffs to IA scheduling, clinical teams, community resources, or other appropriate services based on the evaluation outcome.

Post-Evaluation & Continuity of Intake

• Maintain ownership of the family’s movement through the intake pipeline following the evaluation until the appropriate handoff is completed.
• Ensure families understand their next steps following an evaluation.
• Coordinate the transition of eligible families to the appropriate scheduling or clinical team.
• Follow up to ensure the handoff has occurred and the family has not been lost in the transition.
• Coordinate appropriate communication for families who do not meet diagnostic or service criteria.
• Support referrals to community resources or return-to-payor processes when applicable.
• Ensure intake records are appropriately updated and closed when the intake process is complete.

Documentation & Systems Management

• Maintain accurate and timely information in Passage Health (PH), the intake tracker, and other designated systems.
• Document family communications, outstanding requirements, follow-up efforts, and next steps.
• Ensure all intake activity is accurately reflected in the appropriate systems.
• Monitor pipeline reports and identify outstanding, stalled, or aging leads.
• Maintain organized records to support continuity and ensure other team members can easily understand the status of each family.
• Ensure all required documentation is obtained, organized, and available to the appropriate clinical team.

Collaboration & Team Support

• Work closely with Community Health Workers, BCBAs, Psychologists, Scheduling, Billing, Operations, and other internal teams to remove barriers and move families efficiently through intake.
• Provide CHWs with clear information regarding assigned leads and outstanding requirements.
• Support CHWs by identifying what is needed to move a family forward and following up on incomplete items.
• Communicate proactively when a family is stalled or requires additional support.
• Participate in team meetings and provide updates regarding pipeline status, barriers, and priorities.
• Support intake coverage and assist with urgent or high-priority family needs as assigned.

Process Improvement & Accountability

• Identify recurring barriers, delays, or gaps within the intake process and recommend improvements.
• Help develop and maintain standardized intake workflows and communication processes.
• Identify opportunities to improve family engagement, intake conversion, and speed to service.
• Maintain a high level of ownership and accountability for assigned families and leads.
• Take initiative to identify what needs to happen next rather than waiting for direction.
• Meet established weekly and monthly KPIs related to intake performance, family engagement, pipeline movement, and service readiness.

Key Focus Areas

• Care coordination and family navigation
• Ownership of the intake pipeline
• Lead management and follow-through
• Family engagement and communication
• Service readiness and quality checks
• Removing barriers to care
• Timely movement from inquiry to evaluation to service
• Accurate documentation in Passage Health and intake trackers
• Collaboration with CHWs and clinical teams
• Intake conversion and continuity of care

Qualifications

Required

• 1+ years of experience in healthcare intake, care coordination, patient navigation, customer service, behavioral health, or a related field.
• Strong organizational skills with exceptional attention to detail.
• Demonstrated ability to manage multiple cases, leads, or workflows simultaneously.
• Excellent verbal and written communication skills.
• Strong follow-through and ability to independently manage timelines and next steps.
• Ability to identify barriers and proactively find solutions.
• Strong customer service and relationship-building skills.
• Experience working with families, patients, or clients in healthcare, behavioral health, or human services.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Proficiency with EHR systems, Google Workspace, and administrative tracking systems.
• Professional, compassionate, and solutions-oriented demeanor.
• Reliable attendance and punctuality.
• Bilingual English/Spanish.

Preferred

• Experience in ABA, autism services, pediatric healthcare, behavioral health, or care coordination.
• Experience managing healthcare intake pipelines or patient/client referrals.
• Experience with insurance verification and authorization processes.
• Experience working with CHWs, clinical teams, or multidisciplinary healthcare teams.
• Familiarity with ABA intake, diagnostic evaluation, and service-start processes.
• Experience with Passage Health or similar EHR/healthcare platforms.
• Experience using trackers, CRM systems, or other tools to manage leads and workflows.