[Hiring] Client Intake Specialist @Marisa Peer

Role Description

For many people, an intake call is the first time they've said out loud that they need help. As a Client Intake Specialist , you'll be the first point of contact for people enquiring about our therapy and coaching programs. You'll speak with new enquiries, understand what they're looking for, assess whether the program is genuinely appropriate for them, explain what the program involves and what it costs, and make sure they finish the call knowing exactly what their next step is. This isn't a sales role. Your job is to make an accurate, thoughtful assessment - not to persuade someone to become a client. Sometimes that means booking someone directly with a therapist because they're a strong fit and ready to proceed. Sometimes it means being honest that the program isn't the right fit right now. Either outcome is a successful call when the person has been listened to, properly assessed and given clear information.

What You'll Do

• Take ownership of each intake from beginning to end.
• Join scheduled video calls with new enquiries and manage each call from beginning to end.
• Start with a short suitability screening question before moving into the wider conversation.
• Understand what the person is looking for and what support they need.
• Ask appropriate questions about sensitive subjects calmly and respectfully.
• Assess whether someone is a suitable fit for the program.
• Explain the program clearly and naturally, using your own words rather than reading from a script.
• Clearly communicate practical requirements, expectations and cost.
• Recognise when someone isn't the right fit and end the conversation with care and clarity.
• Book suitable clients directly with the appropriate therapist when they're ready to proceed.
• Record a clear reason and outcome when someone isn't a fit or isn't ready to move forward.
• Complete the call log accurately before moving on to the next call - every time.
• Keep client information and records organised and up to date.
• Learn and confidently use new software and systems.
• Work independently while staying connected with the wider team.

Qualifications

• Calm, organised, perceptive and genuinely comfortable talking to people about difficult or personal subjects.
• Previous experience in a screening, intake, triage, coordination or client-facing role.
• Strong spoken and written English.
• A calm, neutral manner on video calls.
• Confidence discussing sensitive topics, including mental health and cost.
• The ability to ask direct questions without making people feel uncomfortable or rushed.
• The ability to explain requirements plainly and consistently.
• Excellent organisation and attention to detail.
• A habit of documenting things immediately rather than relying on memory.
• Confidence in learning new software and systems quickly.
• The ability to work independently with minimal supervision.
• Availability to work the required US Central Time hours.
• To be based in Costa Rica or Panama.

Requirements

• Relevant experience may include:
• Healthcare or patient coordination
• Therapy or mental health intake
• Coaching or wellness
• Client intake or screening
• Call centre intake
• Customer or client support
• Care coordination
• Other structured assessment or triage roles

Benefits

• Join at an exciting point for the team as we expand this function and bring on two people to build it out properly.
• Be part of a small, remote-first team where your work genuinely matters.
• Receive regular, meaningful feedback on your calls rather than waiting for an annual review.
• Participate in call recording and review to ensure quality work.
• Opportunity to provide thoughtful, professional and consistent experiences to every person who speaks with us.