Client Care & Intake Specialist (Part-Time, Remote in EST | Growth Opportunity)

About the Role

The Sterling Group is seeking a highly personable, relationship-driven Client Care & Intake Specialist who thrives on connecting with people and helping them take meaningful action. As the first point of contact for prospective clients, you will play a critical role in shaping their experience with our practice. Your primary responsibility will be conducting consultation calls, building trust quickly, understanding each person's unique needs, and guiding them toward the therapist and services that are the best fit. This is not a traditional administrative position. While there are operational responsibilities, success in this role is driven by your ability to build rapport, lead compassionate and effective conversations, address concerns, and help prospective clients confidently move forward with therapy. You will spend the majority of your day speaking with potential clients, conducting consultation calls, following up with inquiries, coordinating care, and ensuring a seamless onboarding experience. The ideal candidate is empathetic, confident, highly organized, and energized by frequent client interaction. If you genuinely enjoy talking with people, helping them make important decisions, and being part of a mission-driven organization, we'd love to hear from you. This role requires availability during Eastern Time business hours. We are not able to consider applicants who cannot work within the EST time zone or who have limited daytime weekday availability.

Key Responsibilities

Client Enrollment & Conversion

• Conduct consultation and enrollment calls with prospective clients throughout the day
• Respond promptly to new inquiries via phone, email, and text
• Build trust and rapport quickly with prospective clients
• Assess client needs, therapist preferences, scheduling requirements, and treatment goals
• Match clients with the most appropriate therapist and services
• Address concerns, questions, or hesitation about beginning therapy
• Guide prospective clients from initial inquiry through scheduling
• Follow up consistently with prospective clients who have not yet booked
• Track conversion outcomes and identify opportunities to improve enrollment rates
• Create an exceptional first impression of The Sterling Group

Client Communication & Retention

• Support new clients through onboarding and intake processes
• Maintain ongoing communication regarding scheduling, policies, and next steps
• Assist with appointment changes, cancellations, and rescheduling
• Help ensure a positive, seamless client experience from first contact onward

Billing & Administrative Support

• Verify insurance benefits and eligibility
• Assist with billing-related communication and client account questions
• Maintain accurate client records within practice systems
• Update lead tracking and enrollment reports
• Support general operational workflows as needed

How Success Is Measured Success in this role will be measured through:

• Inquiry response time
• Consultation booking rate
• Consultation-to-client conversion rate
• Client onboarding satisfaction
• Follow-up completion rates
• Accuracy of client records and billing documentation

What We're Looking For

Required Qualifications

• 2+ years of experience in sales, admissions, enrollment, client success, intake coordination, customer service, or another highly client-facing role
• Exceptional verbal communication and interpersonal skills
• Strong phone presence and confidence leading conversations
• Ability to build trust and rapport quickly
• Excellent organizational skills and attention to detail
• Strong follow-through and ability to manage multiple priorities simultaneously
• Comfort learning and utilizing new technology platforms

Preferred Qualifications

• Experience in mental health, healthcare, wellness, coaching, or private practice settings
• Experience conducting consultation, intake, admissions, or enrollment calls
• Experience working toward performance goals, metrics, or conversion targets
• Familiarity with CRM, scheduling, billing, or EHR systems

You May Be a Great Fit If...

• Talking with people for most of the day is genuinely your preference, not something you tolerate
• You build trust quickly and naturally, especially with people navigating something emotionally difficult
• You are confident guiding conversations toward decisions and next steps
• You can balance empathy with confidence and direction
• You enjoy working toward measurable goals and outcomes
• You thrive in a fast-paced environment with frequent client interaction
• You are motivated by helping people access life-changing mental health support

Compensation & Benefits

• Competitive hourly compensation
• Fully remote work environment
• Growth opportunities within a rapidly growing practice
• Meaningful work helping individuals access high-quality mental health care
• Supportive, collaborative team culture

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