Bilingual Intake Coordinator

Reports To: Vice President, Marketing and Business Development

Company Overview:
Lighthouse Autism Center is the leading Applied Behavior Analysis (ABA) therapy provider in Indiana, Michigan, and Illinois and expanding within those states and other states across the U.S. Since 2012, Lighthouse Autism Center has provided the highest quality, center-based ABA therapy to children with autism. At Lighthouse, children work on things like social skills, daily living skills, communication skills, and school-readiness skills. All children are overseen by Board Certified Behavior Analysts and programs are implemented by Registered Behavior Technicians. Lighthouse Autism Center also has full-time Speech-Language Pathologists on staff who provide co-treat and consultative services speech therapy services to children who attend the centers.

Job Function:

The Bilingual Intake Coordinator serves as the first point of contact for families seeking ABA therapy or diagnostic services. This role is responsible for delivering an exceptional, compassionate experience while gathering the information needed to guide families through the intake process. The Bilingual Intake Coordinator manages inbound and outbound calls, conducts initial eligibility screenings, collects required documentation, and ensures a seamless handoff to the next stage of the enrollment journey.

This position plays a critical role in supporting families at a vulnerable and emotional stage, requiring professionalism, empathy, and strong attention to detail

General Responsibilities:

• Serve as the primary contact of families calling to inquire about ABA therapy or diagnostic services.
• Demonstrate empathy, professionalism, and a solutions-focused approach in every interaction.
• Clearly explain the intake process, service offerings, documentation requirements, and expected timelines.
• Conduct outbound follow-up to families regarding missing documents, status updates, and next steps.
• Perform initial intake screening to identify service needs and gather essential family and child information.
• Review intake forms and documents for completeness and accuracy.
• Escalate complex or urgent situations to Intake Supervisor as needed.
• Maintain accurate and timely documentation in the CRM and EMR systems.
• Follow established workflows, scripting, and call handling situations.
• Meet or exceed KPIs including call quality, documentation accuracy, follow-up timeliness, and service-level expectations.
• Partner with Clinical Care Coordinator(s), Insurance, and Clinical teams to support a smooth end-to-end enrollment experience.
• Communicate any trends, barriers, or recurring questions to leadership to support continuous improvement efforts.
• Other duties as assigned.

 Qualifications: 

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1-2 years of customer service, call center, healthcare access, or similar experience. 
• Strong communication skills and ability to de-escalate or manage sensitive conversations.
• Comfort navigating multiple systems and entering data with precision.
• Ability to follow structured workflows, scripts, and compliance standards.
• Experience in behavioral health, ABA therapy, autism services, or healthcare preferred.
• Experience with CRM, EMR, or call center platforms a plus.
• Bilingual in Spanish required.

Attributes for Success:

• Genuine empathy for families navigating an autism diagnosis or seeking support.
• Calm, steady presence on the phone—even in challenging situations.
• Strong organizational skills and commitment to process adherence.
• Ability to manage volume while maintaining quality.
• High integrity and respect for privacy and confidentiality