Position Title: Bilingual Inbound Client Engagement Specialist (English/Spanish)

Reports To: Director, Client Engagement

Direct Reports: None

Status: Full-Time, Salary

Position Summary:

The Inbound Client Engagement Specialist is responsible for managing Positive Development’s inbound client inquiry queue and supporting the intake process with a strong emphasis on qualified lead conversion, responsiveness, and throughput. This role serves as a critical operational bridge between initial inquiry and full intake processing, ensuring that interested and eligible families are promptly engaged, guided, and converted into active intake workflows.

The Specialist owns real-time inbound demand management—prioritizing inquiries, making timely outbound outreach, qualifying leads, reducing drop‑off, and ensuring clean handoffs to Intake Coordinators for full onboarding. Success in this role is measured by response time, conversion rate from inquiry to intake, data quality, and reduced backlog or leakage in the inbound funnel.

This is a fast‑paced, execution‑heavy role requiring strong judgment, urgency, and comfort operating in high‑volume environments while maintaining warmth, clarity, and professionalism with families and referral sources. The Inbound Client Engagement Specialist must quickly build trust with families and referring providers, clearly articulate Positive Development’s model, screen and help families understand next steps.

Key Responsibilities:

Inbound Queue Management & Lead Conversion

• Actively manage the inbound inquiry queue across phone, email, web forms, and referral channels, ensuring timely first contact with all new families.

• Conduct prompt outbound outreach to qualified inquiries to confirm interest, screen for service fit, and guide families into the intake process.

• Apply consistent qualification criteria to determine readiness, eligibility, and next steps for each inquiry.

• Convert qualified leads into active intakes by clearly articulating service value, setting expectations, and removing barriers to engagement.

• Monitor inbound queue health, aging, and follow-up cadence to minimize lead leakage and response delays.

• Escalate high priority or time sensitive leads as needed to ensure timely processing.

Intake Support & Handoff

• Collect and validate preliminary information required to initiate intake (demographics, referral source, presenting need, insurance basics).

• Ensure accurate and complete system entry before handoff to Intake Coordinators.

• Provide warm, structured handoffs to Intake Coordinators, including clear documentation of client status, urgency, and outstanding needs.

• Support Intake Coordinators by maintaining clean pipelines and ensuring only qualified families enter full intake workflows.

Data Accuracy, Reporting & Workflow Discipline

• Maintain high data accuracy across CRM and electronic health records (EHRs).

• Track outreach attempts, contact outcomes, conversion status, referral sources, and reasons for non conversion.

• Identify patterns in lead drop off, disqualification, or delays and surface insights to the Director of Client Engagement.

• Adhere to defined service-level expectations for response time, documentation, and follow-up.

Qualifications:

Required

• 3+ years of experience in healthcare, behavioral health, developmental services, care coordination, or client engagement roles.

• Experience working within large, multi-site systems or complex operational environments.

• Demonstrated success managing high-volume inbound queues, competing priorities, and rapid turnaround expectations.

• Strong understanding of healthcare intake processes, documentation requirements, referral coordination and insurance workflows.

• Excellent verbal and written communication skills; ability to communicate with empathy, professionalism, and clarity.

• High proficiency with CRM systems, intake platforms, and workflow management tools.

• Strong organizational skills with keen attention to detail and accuracy.

Preferred

• Experience supporting autistic individuals or families in developmental, behavioral health, or therapeutic settings.

• Knowledge of payer requirements, authorizations, and eligibility processes in healthcare or human services.

• Experience working in a growing or evolving organization where processes are being continuously refined.

• Bilingual proficiency is preferred.

About Positive Development:

Positive Development is the leading provider of developmental autistic services, committed to expanding access to high-quality, evidence-based care. We are focused on scaling our model, improving clinical outcomes, and optimizing our workforce to deliver exceptional client experiences.

Compensation Range: $60K - $65K