Manager – Family Intake and Enrollment

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Family Success Liaison team and take ownership of the family journey from the initial inquiry to the commencement of services.

• Ensure a thorough whole-child family discovery process that addresses developmental, communication, sensory, social, behavioral, and educational needs.

• Supervise insurance verification, benefits education, and funding processes.

• Manage and enhance CRM and customer communication systems, focusing on workflows, automation, data integrity, reporting, troubleshooting, and team engagement.

• Develop and refine standards, templates, workflows, quality controls, and reporting for Family Success Liaison execution.

• Oversee CRM hygiene, response times, outreach frequency, documentation, appointment tracking, and progression through journey stages.

• Recruit, train, coach, and manage the performance of the Family Success Liaison team.

• Analyze calls, emails, texts, CRM activities, and family progress to identify gaps and provide constructive feedback.

• Own the lead-to-enrollment funnel performance, including response times, contact rates, discovery calls, site tours, assessment conversions, authorization progress, service starts, lead aging, and drop-off rates.

• Collaborate with Site Directors and Operations to ensure alignment between intake, enrollment, clinical capacity, and service availability.

• Partner with Business Development to enhance referral relationships and improve referral results.

⛳️ Requirements

• Proven track record of successfully leading and developing a client-facing team, including hiring, training, quality monitoring, coaching, accountability, and performance management.

• Demonstrated ownership of intake-to-enrollment performance, including effective pipeline management, follow-up execution, minimizing drop-off rates, and achieving measurable enrollment results.

• Experience managing CRM and customer communication systems, preferably Zoho CRM, Zoho Bookings, RingCentral, or similar platforms, focusing on workflow configuration, automation, data quality, reporting, and team adoption.

• Strong process-improvement mindset with the capability to identify workflow inefficiencies, design and implement effective solutions, and evaluate whether changes enhance efficiency, quality, and conversion rates.

• Data-informed leadership with the ability to translate performance metrics into actionable strategies.

• Excellent verbal and written communication skills along with strong relationship-building abilities.

• Ability to engage warmly and confidently with families and referring providers, effectively navigating complex or escalated situations.

• Strong cross-functional leadership skills and the ability to influence outcomes without direct authority.

• Preferred experience in ABA, behavioral health, healthcare, patient access, admissions, or another high-touch service environment.

• Must be able to pass a background check (Required).

🏝️ Benefits

• Competitive pay benchmarked against industry standards.

• Twenty-nine paid days off per year.

• Medical, Vision, and Dental coverage with 80% paid for employees and 50% for dependents.

• Insurance options including Life, AD&D, Accident, Hospital Indemnity, Short Term Disability, and Critical Illness Insurance.

• Discounted pet insurance available.

• 401k program offered.

• Monthly CEU training sessions.

• Tuition discounts accessible to all employees through partnerships with universities.