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 initial inquiry to service commencement.

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

• Facilitate seamless insurance verification, benefits education, and funding processes.

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

• Establish and refine standards, templates, workflows, quality controls, and reports for Family Success Liaison execution.

• Monitor CRM hygiene, response times, outreach frequency, documentation, appointment progress, and movement through journey stages.

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

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

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

• Collaborate with Site Directors and Operations to align intake and enrollment processes with clinical capacity and site growth objectives.

• Work alongside Business Development to strengthen referral relationships and enhance referral outcomes.

⛳️ Requirements

• Proven success in 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 pipeline management, follow-up execution, minimizing drop-offs, and achieving measurable enrollment results.

• Established 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 ability to identify workflow inefficiencies, design and implement practical solutions, and assess improvements in efficiency, quality, and conversion rates.

• Capacity to translate performance metrics into actionable insights, recognize trends and breakdowns, establish accountability, and enhance both individual and team performance.

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

• Ability to navigate complex or escalated situations and build trust without exerting pressure.

• Capability to work cross-functionally with Site Directors, Operations, Business Development, and clinical leaders.

• 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).

• Must possess legal authorization to work in the United States.

🏝️ Benefits

• Competitive pay, benchmarked against industry standards.

• Twenty-nine paid days off.

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

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

• Discounted pet insurance.

• 401k program.

• Monthly CEU Trainings.

• Tuition discounts through University Partnerships.