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Salary: USD 60,000 - 65,000 / annual
Positive Development, a leading provider of developmental autism services, seeks a Bilingual Inbound Client Engagement Specialist to manage inbound client inquiries and support the intake process. This full-time role reports to the Director of Client Engagement and operates Monday–Friday, 10 AM–7 PM Central Time.
You will own the inbound inquiry queue across phone, email, web forms, and referral channels, serving as the operational bridge between initial inquiry and full intake processing. Key responsibilities include actively managing high-volume inbound demand, conducting prompt outbound outreach to qualified inquiries, applying consistent qualification criteria to determine service fit and eligibility, and converting qualified leads into active intakes by clearly articulating service value and removing barriers to engagement.
You will monitor queue health and aging, escalate time-sensitive leads, collect and validate preliminary information (demographics, referral source, presenting need, insurance basics), ensure accurate system entry, and provide warm, structured handoffs to Intake Coordinators with clear documentation of client status and outstanding needs. You will maintain high data accuracy across CRM and electronic health records (EHRs), track outreach attempts and conversion outcomes, identify patterns in lead drop-off or delays, and surface insights to leadership.
Success is measured by response time, conversion rate from inquiry to intake, data quality, and reduced backlog in the inbound funnel. This is a fast-paced, execution-heavy role requiring strong judgment, urgency, and comfort in high-volume environments while maintaining warmth, clarity, and professionalism with families and referral sources.
Required: 3+ years in healthcare, behavioral health, developmental services, care coordination, or client engagement; experience managing very high-volume inbound queues and competing priorities; strong understanding of healthcare intake processes, documentation, referral coordination, and insurance workflows; excellent verbal and written communication skills; high proficiency with CRM systems, intake platforms, and workflow management tools; strong organizational skills and attention to detail; fluency in English and Spanish. Preferred: experience supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings; knowledge of payer requirements, authorizations, and eligibility processes; experience in growing or evolving organizations.
