Lead Development & Intake Specialist

Description

At True Health, we believe that great care begins with the first conversation. Our growth is not about pushing people through a funnel; it’s about showing up quickly, clearly, and humanly when someone reaches out for help. The first response you provide sets the tone, builds trust, and makes the next step feel simple instead of stressful. As a Client Engagement Coordinator, you play a vital role in ensuring interested prospects receive the right information, appropriate follow-up, and a seamless path into a consultation and onboarding process—without pressure or sales tactics.

Why This Role Matters

People do not reach out for a consultation because they are bored. They reach out because they are seeking answers, support, and a better experience. You are the bridge between prospective clients and our team, helping to create a welcoming, supportive environment that encourages trust and engagement.

What you ll be doing

· Respond to inbound inquiries across phone, email, SMS, and CRM messaging

· Reach out to outbound, recycled, or reactivated leads using defined cadences

· Ask the right questions to understand interest, readiness, and fit using established criteria

· Explain the consultation process and next steps clearly, without selling or closing

· Schedule consultations and coordinate calendars to protect availability and alignment

· Drive consult bookings in line with weekly and monthly targets

· Send confirmations, reminders, and follow ups that improve show rates

· Re-engage no-shows and stalled leads using approved workflows and messaging

· Move committed leads cleanly from nurture into intake and onboarding

· Use Hub Spot workflows and sequences to drive completion of onboarding steps

· Follow up to remove friction like missing information, incomplete forms, or tech issues

· Confirm the member schedules their first appointment and is ready for the first visit

· Document every interaction accurately and on time in the CRM

· Keep lead statuses, notes, and outcomes updated for reporting and smooth handoffs

· Follow SOPs for outreach cadence, documentation standards, and escalation

· Flag gaps or breakdowns in the process and share feedback on scripts and workflows

What you Bring

· Can have a high volume of conversations and still make each person feel heard

· Follows a cadence and a script with discipline, while keeping your tone natural and human

· Stays on top of details so nothing slips, even when you are juggling multiple open leads

· Responds quickly, closes loops, and takes ownership of follow up without being chased

· Knows when to keep working the process and when to escalate an issue using clear guidelines

Join our team and be part of a culture that values genuine connection, growth, and making a meaningful difference in people’s lives. We offer opportunities for professional development and a supportive environment where your contributions truly matter.

We are an equal opportunity employer committed to building a diverse and inclusive workplace. All qualified applicants will be considered without regard to protected characteristics.

Requirements

EDUCATION & EXPERIENCE:

Required:

• High school diploma or equivalent
• Entry-level to early-career experience in a customer-facing, service-oriented, or lead-handling role
• Demonstrated comfort with phone-based communication and structured outreach

Preferred:

• Experience in sales development, patient intake, call center environments, or membership based services
• Exposure to CRM systems or similar tracking tools
• Experience in healthcare, wellness, hospitality, or service-driven industries

CERTIFICATIONS & SKILLS

Required:

• Strong verbal communication and professional phone presence
• Ability to follow scripts and workflows while maintaining a natural, human tone
• Organized, detail-oriented, and process-driven approach to work
• Comfort working within CRM systems and digital tools
• Timely, responsive, and accountable work habits

Preferred:

• Familiarity with consult-based or appointment-driven service models
• Experience managing multiple communication channels simultaneously
• Basic understanding of lead funnels or conversion metrics

PHYSICAL DEMANDS:

• Prolonged periods of talking on the phone, sitting, and working on a computer and phone