Family Lead Coordinator

Location: Remote

Organization: Cultivate Behavior Health & Education

About Us

At Cultivate Behavior Health & Education, we’re dedicated to helping families thrive through compassionate, evidence-based ABA therapy and educational services. We believe in a family-first approach—serving every client with empathy, professionalism, and care.

We’re looking for a Family Lead Coordinator (FLC) to join our team and play a key role in welcoming families into our services. This person will be the first voice families hear when reaching out—someone who embodies warmth, efficiency, and expertise while guiding families through the intake process.

Position Overview

The Family Lead Coordinator is responsible for growing Cultivate by managing inbound family calls and leads from various referral sources and marketing efforts. This role ensures every family receives an extraordinary, efficient, and compassionate experience from first contact through scheduling a meet-and-greet.

The ideal candidate is empathetic, detail-oriented, and able to balance compassionate communication with strong organizational and data management skills.

Key Responsibilities

Client & Lead Management

• Serve as the first point of contact for inbound family calls, providing exceptional service and support.
• Qualify and follow up with digital marketing, event, and referral leads.
• Collect and document all necessary information and paperwork for each lead to advance in the intake pipeline.
• Follow up with unresponsive leads for up to two weeks, then transition them to email marketing communications.
• Maintain accurate, real-time updates in Salesforce and Planner for all client records.
  
  

Communication & Collaboration

• Collaborate closely with Clinic Managers (CMs), Intake Coordinators, and Outreach Coordinators to ensure smooth lead handoffs.
• Communicate effectively using ROO templates to ensure clinics have the information they need to continue client discussions.
• Represent Cultivate professionally and compassionately in every client and partner interaction.
  
  

Performance & Efficiency

• Handle high call volume and maintaining quality call interactions and meet our response turnaround for inquiring clients.
• Attend regional and market-specific training sessions to stay up to date on services, messaging, and clinic availability.
• Support marketing and branding initiatives by sharing lead information, insights, and ideas for new materials.
  
  

Salesforce & Data Integrity

• Accurately log all leads and interactions in Salesforce for leadership reporting and dashboards.
• Maintain compliance with data entry, follow-up, and documentation standards.
• Keep lead status mirrored between Salesforce and Planner until the handoff to the Intake/Clinical team.
  
  

What We’re Looking For

• Strong communication skills with a balance of empathy and professionalism.
• Highly organized with strong attention to detail and follow-through.
• Experience with CRM systems (Salesforce experience strongly preferred).
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for helping families and supporting a mission-driven organization.
  
  

Preferred Qualifications

• Hands-on experience using Salesforce for lead tracking, data entry, and communication management.
• Familiarity with Salesforce Flows, automation tools, or reporting dashboards is highly valued.