Location: Napa (in-office)

Compensation: $20.00 - $24.00 per hour DOE

Job Type: Full-time

Schedule: Monday to Friday, 9 AM to 5:30 PM Pacific Time

Position Overview

As our Intake & Customer Service Admin Assistant, you will play a key role in managing the client intake process, onboarding new clients, and providing exceptional customer service to families. This role is the first point of contact and the face of BTS, creating a welcoming and supportive experience for every family we serve.

You will act as a liaison between families, insurance providers, authorizations, and clinical teams, ensuring a smooth and efficient onboarding journey from initial referral through connection with the assessment team. This includes contacting new referrals, guiding families through onboarding paperwork, and assisting with gathering required documents. This position offers a unique opportunity to contribute to a dynamic organization while making a meaningful impact on the lives of individuals with autism and mental health needs.

Key Responsibilities

• Efficient Intake: Facilitate the client onboarding process, ensuring seamless transitions from referral to assessment while maintaining accurate and timely documentation.
• Customer Service & Client Experience: Serve as the face of BTS by providing outstanding customer service to new clients and families, guiding them through the intake process with empathy and clarity.
• Care Coordination & Liaison Role: Act as the central point of communication between families, insurance providers, authorization teams, and clinical staff to ensure alignment and timely service delivery.
• Referral Outreach & Onboarding Support: Contact new client referrals promptly, guide families through onboarding paperwork, and assist in gathering all required documents to ensure a smooth start of services.
• Authorization Coordination: Work closely with insurance providers to obtain and track authorizations, minimizing delays in starting services.
• Family Communication: Conduct calls with families to gather information, provide updates, and support them throughout the onboarding process.
• Record Management: Maintain accurate, organized, and up-to-date client records in compliance with regulatory standards.
• Market Expansion: Identify opportunities to grow services, including outreach to new geographic areas or service lines.
• Relationship Building: Develop and maintain strong relationships with referral sources such as pediatricians, schools, and early intervention programs.
• Contract Management: Track and manage contracts to ensure timely renewals and compliance.
• Data Analysis: Monitor and analyze key metrics and intake trends to support operational and strategic decisions.
• Administrative Support: Assist with general administrative tasks including filing, scanning, and data entry.
• Tracking & Follow-ups: Manage multiple tracking systems to ensure timely follow-ups and efficient workflow management.
• Systems Utilization: Use platforms such as Google Workspace and NPA to streamline processes and maintain organization.

Qualifications:

• 2+ years of experience in an Intake position at an ABA/Behavioral/Mental Health Services agency. 

• Admin Assistant experience in a healthcare setting

• Experience with Excel/Google Sheets, filtering, tracking, running pivot tables, and reporting key indicators.

• A go-getter attitude and a passion for business growth!

• Leadership skills work with a team.

• Strong organizational and time management skills.

• Excellent verbal and written communication skills, and able to communicate with parents in English and Spanish.

• Ability to multitask and prioritize tasks effectively.

• Detail-oriented and able to work independently.

• Passion for helping individuals with autism and other developmental disabilities.

Requirements

• High school diploma required. Bachelor’s degree preferred.

• Access to reliable internet connection and have your own PC/computer for work purposes

• Ability to work in Pacific Time (9AM to 5:30PM)

• Able to pass a Live Scan FBI & DOJ Clearance

• Eligibility to work in the U.S.

Why Choose BTS?

At BTS, you’ll find a long-term career with mentorship, training, and growth opportunities. We collaborate with compassion and respect individuality, fostering an environment where everyone can thrive and grow.

Pay & Benefits

• 6 paid holidays after one year of employment

• Sick time

• Shadowing opportunities and hands-on mentorship to build confidence

• Medical, dental, and vision insurance (for employees working 30+ hrs/week)

• 401(k) retirement plan, for those who have accrued 1000 hours of service within 12 months.

• Aflac supplemental insurance options  (for employees working 30+ hrs/week)

• LifeCare Employee Assistance Program: includes free confidential counseling, referrals, and wellness resources

• LifeMart Employee Discount Program: exclusive savings on everyday purchases and services

• Free Mental Health Counseling sessions

• Supportive and FUN work environment

About Us

BTS is a leader in Behavioral and Mental Health care and a pillar in the communities we serve. We are a privately owned agency based in Napa, CA. Founded in 2015 by a BCBA and a Marriage and Family Therapist, we serve children and families across multiple counties through behavior therapy, family support, and skill-building programs.

Our mission is to help every person we serve, from the families in our care to the professionals on our team, feel supported, empowered, and inspired to grow. We meet people where they are and walk with them every step of the way.

We’re building a future where doing the right thing for people is the business model. BTS is known for exceptional care, an extraordinary culture, and a team that’s proud to grow here. Our values guide everything we do: we commit to excellence, lead with purpose, and collaborate with compassion. We foster a diverse and inclusive workplace where every team member feels seen, valued, and encouraged to thrive.