Intake Manager

Light Counseling•Forest, VA

1d•Onsite

About The Position

Light Counseling is seeking an Intake Manager who is passionate about leading people, improving processes, and ensuring every prospective client experiences a compassionate, efficient, and welcoming first impression. This position combines direct client interaction with leadership responsibilities, overseeing the Intake team while actively participating in the intake process. For over 30 years, Light Counseling has provided professional, confidential, distinctly Christian counseling grounded in clinical excellence and God's truth, serving thousands of individuals, couples, and families across Virginia and beyond with the mission to bring hope to the hopeless and healing to the hurting.

Requirements

High School diploma or equivalent required
Minimum of two years of experience in client intake, scheduling, client services, or healthcare administration
Previous experience leading, training, or supervising staff preferred
Strong computer proficiency and experience learning new software platforms
Strong leadership, coaching, and team development skills
Excellent communication and interpersonal abilities
Exceptional organizational and time management skills
Ability to balance direct client service with leadership responsibilities
Strong critical thinking and problem-solving abilities
Data-driven mindset with the ability to analyze performance metrics and identify improvement opportunities
Proficiency with Electronic Health Record (EHR) systems and CRM platforms, preferably HubSpot
Familiarity with insurance verification and behavioral health intake processes
Ability to maintain confidentiality while exercising sound judgment and professionalism
Ability to collaborate effectively across Clinical, Billing, Marketing, and Client Care departments
Comfortable working in a fast-paced environment while managing multiple priorities

Nice To Haves

Associate's or Bachelor's degree in Psychology, Healthcare Administration, Business, or a related field preferred
Experience in a behavioral health, counseling, or healthcare setting
Experience with Electronic Health Record (EHR) systems
Experience using HubSpot or other CRM platforms
Knowledge of insurance verification and behavioral health documentation
Experience developing or managing performance metrics and operational reporting

Responsibilities

Serve as an active member of the Intake team by handling incoming client inquiries via phone, email, and online requests
Conduct intake screenings and collect required demographic, insurance, and payment information
Schedule clients with the most appropriate providers based on specialty, availability, and clinical recommendations
Maintain accurate and timely documentation within the Electronic Health Record (EHR) system
Provide compassionate, professional service while helping prospective clients navigate the intake process
Lead, coach, and supervise the Intake Specialists while continuing to support daily intake operations
Train new team members and provide ongoing coaching, mentorship, and performance feedback
Foster a collaborative, client-centered culture focused on responsiveness, empathy, and excellence
Support employee development and encourage continuous learning and accountability
Develop, implement, and maintain an Intake Scorecard to monitor key performance indicators such as response times, conversion rates, appointment completion, and client satisfaction
Analyze intake data to identify trends, opportunities, and operational improvements
Recommend and implement process enhancements that improve efficiency and client experience
Ensure consistent intake workflows across all office locations and teletherapy services
Partner with Clinical Directors and Site Leaders to ensure appropriate client placement
Collaborate with the Billing Manager to verify insurance eligibility and financial readiness
Work closely with the Client Care Manager to ensure seamless transitions between intake, scheduling, and ongoing client support
Coordinate with the Marketing Manager to optimize lead management, referral tracking, and HubSpot automation
Ensure compliance with HIPAA and all applicable federal and state privacy regulations
Oversee the accuracy and completeness of client records, insurance documentation, and intake information
Maintain high standards for documentation within the EHR and HubSpot platforms
Research and implement best practices for behavioral health intake operations
Support organizational initiatives and continuous quality improvement efforts
Perform other duties as assigned to support the mission and growth of Light Counseling