REMOTE POSITION - Eastern or Central Time Zone

About the Role

The Bilingual Clinical Care Coordinator (CCC) serves as a critical bridge between the Intake Team and Clinical Operations, ensuring families experience a seamless and informed transition into Lighthouse services. This role is responsible for delivering an exceptional, compassionate experience while guiding families through the Intake process and into ABA therapy services. The Bilingual Clinical Care Coordinator partners with families following initial call with intake, managing inbound and outbound communications, conducting capacity checks to identify enrollment opportunities, reviewing medical documents to assess clinical fit for services, scheduling learners for initial assessments, and ensuring a seamless handoff to the Clinical team for the final stage of the enrollment journey.

This position plays a critical role in supporting families at a vulnerable and emotional stage, requiring professionalism, empathy, and strong attention to detail.

Key Responsibilities:

• Conduct thorough clinical and intake reviews by assessing documentation, diagnosis, safety considerations, and overall fit for center-based ABA therapy.

• Guide families/guardians through the enrollment process with clear, compassionate communication on services, expectations, insurance basics, and timelines.

• Coordinate assessments and scheduling by confirming center capacity, assigning learners to the appropriate waitlist or program track, and ensuring a seamless handoff to Clinical teams.

• Identify and escalate trends or barriers related to intake patterns, market shifts, learner concerns, or operational constraints to the appropriate leaders.

• Maintain accurate documentation in CRM/EMR systems to support visibility, reporting, and compliance with established workflows and performance standards.

• Collaborate cross-functionally with Intake, Clinical, Insurance, Marketing, and Center leadership to ensure a smooth, consistent end-to-end enrollment experience.

• Demonstrate professionalism, empathy, and problem-solving in all interactions, escalating urgent or sensitive situations as needed.

• Escalate complex or urgent situations to Intake Manager as needed.

• Meet or exceed KPIs including call quality, documentation accuracy, follow-up timeliness, and service-level expectations.

• Bachelor’s degree in psychology, Social Work, Human Services, Healthcare Administration, or related field. Experience in ABA therapy a plus.

• 1–2 years of experience in intake, care coordination, case management, customer service, or another client-facing role in healthcare or social services.

• Strong clinical literacy and ability to understand diagnoses, developmental needs, and safety considerations (training provided).

• Excellent verbal and written communication skills with the ability to guide families through emotional or complex situations with empathy and clarity.

• High attention to detail, strong organizational skills, and comfort managing a high-volume workflow.

• Ability to work effectively in a remote environment with cross-functional partners and maintain professional under pressure.

• Proficiency with CRM/EMR systems, scheduling tools, and general technology platforms.

• Bilingual in Spanish required.

Key Competencies:

• Ability to thrive in a fast-paced, growth-oriented environment

• Empathetic yet highly organized.

• Strong follow-through, accountability, and decision-making.

• Calm, supportive presence during sensitive family interactions.

• Operational awareness and capacity planning.

• High integrity and respect for privacy and confidentiality.