Client Intake Specialist

Schedule
Hours: 9:00 AM to 6:00 PM EST, Monday through Friday
Lunch: 1 hour unpaid, midday
Working hours per day: 8 (after lunch deducted)
Working hours per week: up to 40 (could be 25-30 if needed)
Approximate PH time equivalent: 10:00 PM to 7:00 AM PH (EST) or 9:00 PM to 6:00 AM PH (EDT)
Shift anchors to Eastern business hours year round; PH clock start shifts by one hour around early November and again mid March with Daylight Saving
Previous experience working night shift

Core Responsibilities
This role is a sales and conversion role first, an admin role second. The person in this seat directly drives whether a new inquiry becomes a paying client, so their ability to explain benefits clearly and persuasively matters as much as their responsiveness.

Respond to all new client text and email inquiries in TherapyFlow, first point of contact, with speed and a persuasive, warm tone that moves them toward booking
Verify OON insurance benefits for prospective clients, and clearly explain deductible, coinsurance, etc.
Overcome common hesitations, cost concerns, uncertainty about the OON process, comparison to in network options, and actively work to convert inquiries into scheduled intakes, this is the single most important measure of success in this role
Monitor and manage GoHighLevel automations and messaging tied to lead flow
Reach out to existing or lost clients during slow periods, or to check whether they found a therapist, with the same conversion mindset where appropriate
Maintain accurate, timely records of all client communication, including outcome of each inquiry (booked, still d ---------- , lost, and why)
Flag anything sensitive, urgent, or clinical in nature to the appropriate tea ---------- mber rather than responding independently
Required Skills and Qualities
Excellent, near native level written English, this is a sales conversation happening in writing, not just customer service, weak English directly costs the practice clients
Genuine sales ability or demonstrated persuasive communication skills, comfortable proactively guiding a hesitant prospect toward booking rather than just answering what's asked
Confident, accurate ability to verify OON insurance benefits and explain them clearly and convincingly, understands deductible, coinsurance, allowed amount well enough to teach it to someone unfamiliar with insurance
Working knowledge of TherapyFlow (or fast, demonstrated ability to learn it)
Working knowledge of GoHighLevel
General understanding of mental health counseling terminology and how a counseling practice operates (intake, clinician, telehealth, session), does not need clinical background
HIPAA awareness and comfort handling protected health information with discretion
Fast learner, comfortable picking up new software and internal processes with minimal hand holding
Strong reading comprehension and judgment, able to tell the difference between a routine inquiry and something needing escalation
Warm, professional, and confident tone in writing, this is a mental health practice, so client sensitivity matters, clients reaching out are often anxious or in a vulnerable ---------- nt, but that sensitivity has to be paired with the ability to close
Attention to detail, especially with financial or benefits figures being communicated to clients
Reliable internet, backup power/internet option, and a quiet, private workspace
Phone comfort a plus, if OON verification requires calling insurers directly rather than checking a portal
Prior sales, admissions, or enrollment experience (healthcare, education, or otherwise) is a strong plus
Compensation
Pay range:
$4.25 to $5.00/hr: direct OON benefits verification experience and/or prior work in a counseling, medical, or healthcare practice, experience using TherapyFlow or Go High Level
PTO
10 paid days off per year and holidays off