Intake Representative

About the Job

About WAVE Therapy:

WAVE Therapy is a growing psychotherapy practice dedicated to delivering high-quality, compassionate mental health services to individuals, couples, and families across San Diego and surrounding areas, as well as virtually throughout California. We are committed to fostering a warm, inclusive, and professional environment for both our clients and our team members. We are seeking a personable, emotionally intelligent, detail-oriented, and highly organized Intake Representative to serve as the first point of contact for prospective clients.

This role is essential in shaping the client experience from the very first interaction and helping ensure a smooth, supportive onboarding process for individuals seeking mental health services. The ideal candidate is calm under pressure, comfortable handling highly sensitive and emotional conversations, and capable of balancing empathy with administrative precision in a fast-paced, metrics-driven environment.

Position Overview:

The Intake Representative role combines live client support with administrative coordination and

operational follow-through. This position plays a critical role in connecting prospective clients

with appropriate clinicians while maintaining professionalism, responsiveness, and

confidentiality throughout the intake process.

This role includes:

• Managing inbound and outbound calls with prospective and existing clients.
• Supporting clients through the intake and scheduling process with empathy and
  
  professionalism.
• Matching client needs, preferences, availability, and clinical considerations with
  
  appropriate clinicians.
• Coordinating closely with clinical, billing, and administrative teams.
• Maintaining accurate documentation and tracking within internal systems and
  
  spreadsheets.
• Managing a high-volume administrative workload while meeting productivity expectations and quality standards.

This is a fully remote position requiring strong self-management, communication, organization, and comfort working independently within a structured team environment.

Key Responsibilities:

Client Support & Communication:

• Serve as the primary point of contact for new client inquiries via phone, email, and digital communication channels.
• Conduct inbound and outbound calls in a professional, compassionate, and timely manner.
• Support individuals who may be experiencing emotional distress, crisis-related concerns, or highly sensitive personal situations.
• Provide a welcoming and supportive experience while maintaining professional boundaries and workflow expectations.
• Assist clients with scheduling, onboarding documentation, insurance coordination, and intake-related questions.

Scheduling & Care Coordination:

• Match prospective clients with available clinicians based on scheduling needs, specialty areas, insurance participation, and clinical fit.
• Coordinate with clinicians and internal departments to support continuity of care and efficient onboarding.
• Monitor intake pipelines and follow up with prospective clients as needed.

Administrative & Operational Support:

• Maintain accurate records and documentation across Google Workspace systems, including Google Sheets and shared team resources.
• Manage detailed administrative tasks with a high level of accuracy and organization.
• Participate in standing meetings, team check-ins, training sessions, and quality assurance reviews.
• Adhere to established productivity metrics, operational guardrails, and response time expectations.
• Participate in ongoing QA evaluations and coaching initiatives to support consistency and service quality.

Qualifications:

• Prior experience in healthcare, behavioral health, call center, intake coordination, customer service, or administrative support strongly preferred.
• Comfortable managing high-volume inbound and outbound phone communication.
• Strong emotional intelligence and ability to navigate sensitive conversations professionally and compassionately.
• Exceptional organizational skills and attention to detail.
• Ability to multitask effectively in a fast-paced remote environment.
• Strong written and verbal communication skills.
• Proficiency with Google Workspace, including Gmail, Google Calendar, Google…