Intake Manager

Reports To: Vice President, Marketing and Business Development

Company Overview: Lighthouse Autism Center is the leading Applied Behavior Analysis (ABA) therapy provider in Indiana, Michigan, and Illinois and expanding within those states and other states across the U.S. Since 2012, Lighthouse Autism Center has provided the highest quality, center-based ABA therapy to children with autism. At Lighthouse, children work on things like social skills, daily living skills, communication skills, and school-readiness skills. All children are overseen by Board Certified Behavior Analysts and programs are implemented by Registered Behavior Technicians. Lighthouse Autism Center also has full-time Speech-Language Pathologists on staff who provide co-treat and consultative services speech therapy services to children who attend the centers.

Job Function

The Intake Manager oversees the end-to-end intake and onboarding process for families seeking ABA therapy services. This role leads a team of Intake and Clinical Care Coordinators, ensuring every family receives a supportive, timely, and high-quality experience from first contact through clinical handoff.

The Intake Manager is responsible for daily operations, workflows, performance management, and continuous improvement of the intake pipeline. This leader must balance operational efficiency with deep empathy, supporting families at a highly sensitive time while maintaining compliance with payor and clinical requirements.

General Responsibilities:

• Manage, coach, and develop a team of Intake and Clinical Care Coordinators.
• Set clear performance expectations and ensure team members meet or exceed KPIs (service levels, documentation accuracy, conversion rates, etc.).
• Provide ongoing training, call coaching, QA feedback, and professional development for Intake Coordinator and Clinical Care Coordinators.
• Foster a positive, supportive team environment that emphasizes consistency, empathy, and service excellence.
• Manage daily intake workflow, including call volume, lead distribution, backlog, and turnaround times.
• Monitor system dashboards and reports to maintain SLA compliance.
• Oversee escalation protocols for urgent or complex family needs.
• Review and optimize intake scripts, procedures, and workflows to enhance conversion and efficiency.
• Monitor and report on operational trends; identify root causes and implement corrective actions.
• Partner closely with Clinical Directors, Insurance/Authorization teams, and Business Development to ensure seamless family handoffs.
• Provide feedback loops on common family questions, referral trends, operational barriers, and market dynamics.
• Support organizational initiatives tied to growth, new markets, or process improvements that impact the intake experience.
• Prepare daily, weekly, and monthly team performance reports.
• Track key metrics: inquiry volume, conversion rates, time to contact, time to complete intake, documentation accuracy, insurance verification TAT, assessment schedule volume, and family satisfaction.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree required.
• 3-5 years of customer service, call center, healthcare access, or similar experience.
• 1-3 years of supervisory or team leadership experience.
• Strong understanding of customer service, call center workflows, and HIPAA compliance.
• Ability to analyze performance data and make data-driven operational decisions.
• Excellent communication and coaching skills.
• Experience with CRM, EMR, and call center platforms required.
• Experience in behavioral health, ABA therapy, autism services, or healthcare preferred.

Attributes for Success:

• Empathetic yet highly organized leadership style.
• Strong follow-through, accountability, and decision-making.
• Calm, supportive presence during sensitive family interactions.
• Continuous improvement mindset with willingness to refine processes
• High integrity and respect for privacy and confidentiality.