Client Intake And Community Liaison

Our Company

Gateway Pediatric Therapy

 

Overview

The Client Intake & Community Liaison serves as a welcoming guide for families entering ABA therapy services at Gateway Pediatric Therapy while also representing the organization within the broader community. This role is responsible for coordinating the intake and onboarding process for new families and acting as a liaison between families, internal teams, and external partners.

 

This position plays a critical role in shaping first impressions, supporting access to care, and strengthening community relationships.

Responsibilities

·       Access to Care & Family Engagement

·       Serve as the primary point of contact for individuals and families seeking ABA therapy services, supporting timely and equitable access to care

·       Provide a welcoming, respectful, and person-centered introduction to the organization, services, and care processes

·       Respond to intake inquiries via phone, email, and referral platforms in a timely and professional manner

·       Collect, review, and organize intake information (demographics, insurance details, referrals, and relevant records) to support efficient clinical review and authorization processes

·       Communicate next steps, timelines, and expectations clearly to families to support informed decision-making and transparency

·       Collaborate with clinical, scheduling, and operations teams to support smooth transitions from intake to service initiation

·       Continuity of Care & Communication

·       Support continuity of care by ensuring accurate handoff of intake information to clinical teams

·       Monitor intake pipelines and waitlists and communicate access-to-care trends or barriers to leadership

·       Maintain consistent, professional communication with families throughout the intake process

·       Ethical & Person-Centered Practices

·       Interact with families in a manner consistent with ethical ABA practice, including respect for dignity, privacy, cultural responsiveness, and informed consent

·       Provide accurate, non-clinical information about services while deferring clinical questions to appropriate licensed or credentialed staff

·       Maintain confidentiality and adhere to HIPAA and organizational privacy standards

·       Documentation & Quality Support

·       Maintain accurate, complete, and timely documentation within the electronic health record (EHR) and intake systems

·       Follow established intake workflows and quality standards that support clinical oversight, utilization management, and compliance

·       Participate in training related to documentation standards, quality improvement, and ethical service delivery

·       Support organizational quality initiatives by ensuring intake data is reliable and audit-ready

·       Community Outreach & Stakeholder Engagement

·       Support relationship-building with referral sources and community partners in alignment with organizational values and quality standards

·       Proactively identify and initiate outreach opportunities with community organizations, schools, and referral partners to build meaningful partnerships and expand access to care

·       Take an active role in planning and coordinating company‑hosted events for clients, families, and community partners, ensuring events are well‑organized, engaging, and aligned with organizational values

·       Represent the organization professionally at community events, conferences, school events, and outreach activities

·       Coordinate event logistics, including registration, materials, scheduling, and follow-up

·       Provide general information regarding services, referral pathways, and access to care to community stakeholders

·       Track outreach activities and assist with reporting on engagement and referral trends

Qualifications

• High school diploma required; associate or bachelor’s degree preferred (healthcare administration, communications, public relations, or related field)
• 1–3 years of experience in healthcare intake, administrative coordination, customer service, community outreach, or event coordination
• Experience in ABA therapy, behavioral health, pediatrics, or healthcare strongly preferred
• No certification required
• No past criminal history
• Strong verbal and written communication skills
• Excellent organizational and time-management skills
• Proficiency with Technology/EHR systems and Microsoft Office
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to confidentiality