Intake Manager

The Behavior Lab•Yucaipa, CA

1d•Onsite

About The Position

The Intake Manager leads the full client intake lifecycle—from initial inquiry and onboarding through service transitions and offboarding. You'll oversee the Intake Team while ensuring families receive timely communication, documentation stays accurate and compliant, and processes continue moving forward. This is a hands-on leadership position. We're looking for someone who can see the bigger picture while still paying attention to the details: coaching their team, reviewing workflows, jumping in when challenges arise, tracking departmental performance, and continuously looking for ways to make the family experience better. You'll also collaborate closely with Clinical, Billing, People Operations, and Marketing to help create smooth transitions from inquiry to active services.

Requirements

Bachelor's degree in a related field preferred
Minimum of 2 years of experience in a related field; 3–5 years preferred
Previous leadership, intake, operations, healthcare, customer service, or related experience strongly preferred
Strong problem-solving and decision-making abilities
Excellent communication and relationship-building skills
Highly organized with strong project and time-management skills
Ability to work independently while keeping leadership and team members informed
Comfortable working in a fast-paced environment with changing priorities
Strong emotional intelligence and ability to navigate challenging conversations professionally
Proficiency with Google Workspace, including Docs, Sheets, Slides, Calendar, and Gmail
Ability to coach, motivate, and develop a team while maintaining clear expectations and accountability

Responsibilities

Lead, support, and provide daily oversight to the Intake Team
Oversee the complete client lifecycle, including inquiries, onboarding, transitions, and offboarding
Ensure timely family follow-up and clear, compassionate communication throughout the intake process
Monitor Client documents and onboarding, communication logs, funder documentation, and other intake requirements for accuracy and completion
Conduct quality assurance audits and ensure client records and service-region data remain current
Serve as an escalation point for complex family concerns, documentation barriers, scheduling challenges, and intake-related issues
Maintain and improve Intake SOPs, workflows, and systems
Track intake KPIs, including inquiry trends, conversion rates, engagement, and outreach outcomes
Identify barriers impacting families' ability to begin services and develop solution-focused strategies
Partner with Clinical, Billing, People Operations, Marketing, and other departments to support successful client transitions
Support community outreach, resource fairs, partnerships, and family engagement initiatives
Coach and develop Intake Team members while maintaining accountability, organization, and departmental expectations