[Hiring] Manager - Family Intake and Enrollment @MeBe

Role Description

MeBe is seeking a Manager – Family Intake & Enrollment to lead the first chapter of a family’s experience with us. You’ll lead the Family Success Liaison team and own the family journey from initial inquiry through service start, including:

• Family discovery
• Outreach quality
• Team performance
• Technology
• Workflows
• Lead-to-enrollment results

This is a hands-on leadership role for someone who thrives on building structure, developing people, using data to improve performance, and creating an exceptional experience during what can be an emotional and complex decision-making process for families. Success means building a predictable, high-quality path to enrollment while ensuring families feel informed, supported, and confident at every step.

Responsibilities

• Family Discovery: Ensure families receive a comprehensive, whole-child discovery experience that explores developmental, communication, sensory, social, behavioral, and educational needs and helps them understand the full range of MeBe services that may benefit their child.
• Family Access Operations: Ensure families move smoothly through insurance verification, benefits education, and funding workflows, with accurate guidance on coverage, accepted payers, service availability, and alternatives when coverage limitations exist.
• Systems & Technology Ownership: Demonstrated success hands-on managing and optimizing CRM and customer communication systems—ideally Zoho CRM, Zoho Bookings, RingCentral, or comparable platforms—including workflow configuration, automation, data quality, reporting, troubleshooting, and team adoption.
• Quality Systems & Controls: Establish and continuously improve the standards, templates, workflows, quality controls, and reporting that create clear guardrails for FSL execution. Monitor CRM hygiene, response times, outreach cadence, documentation, appointment progression, and journey-stage movement to identify breakdowns and drive consistent quality.
• FSL Team Leadership & Performance: Hire, train, coach, and performance-manage the FSL team. Routinely review calls, emails, texts, CRM activity, and family progression to identify performance gaps, provide timely feedback, and ensure consistent execution against established standards.
• Lead-to-Enrollment Performance: Own performance and reporting across the lead-to-enrollment funnel, including response time, contact rates, discovery calls, site tours, assessment conversion, authorization progression, service starts, lead aging, and journey-stage drop-off. Use data to identify barriers, improve conversion, and hold the team accountable for timely follow-through.
• Clinical Capacity & Site Partnership: Partner with Site Directors and Operations to align family intake and enrollment with clinical capacity, service availability, and site-specific growth goals.
• Referral Partner Collaboration: Partner with Business Development to strengthen referral relationships and ensure FSLs provide responsive, professional communication with referring providers regarding family status, service availability, and referral outcomes. Use insights from family and referral interactions to identify opportunities to improve the referral experience and support long-term partnerships.

Qualifications

• Demonstrated success leading and developing a client-facing team, including hiring, training, quality monitoring, coaching, accountability, and performance management.
• Proven ownership of intake-to-enrollment performance, including pipeline management, follow-up execution, reducing drop-off, and achieving measurable enrollment outcomes.
• Demonstrated success owning CRM and customer communication systems—ideally Zoho CRM, Zoho Bookings, RingCentral, or comparable platforms—including workflow configuration, automation, data quality, reporting, and team adoption.
• Strong process-improvement mindset with the ability to identify workflow breakdowns, design and implement practical solutions, and measure whether changes improve efficiency, quality, and conversion.
• Data-informed leader who can translate performance metrics into action, identify trends and breakdowns, establish accountability, and use insights to improve individual and team performance.
• Exceptional verbal and written communication and relationship-building skills, with the ability to communicate warmly and confidently with families and referring providers, personally navigate complex or escalated situations, and build trust without pressure.
• Strong ability to work across teams and influence without direct authority, partnering effectively with Site Directors, Operations, Business Development, and clinical leaders to align family demand, service capacity, and enrollment priorities.
• Experience in ABA, behavioral health, healthcare, patient access, admissions, or another high-touch service environment preferred, with an understanding of the importance of responsiveness, accuracy, and empathy throughout the client journey.
• Ability to pass a background check (Required).

Benefits

• Industry benchmarked, competitive pay
• Salary $80,000 - $100,000 per year, depending on experience
• Twenty-nine paid days off
• Medical, Vision, Dental- 80% Employee, 50% Dependents
• Life, AD&D, Accident, Hospital Indemnity, Short Term Disability, and Critical Illness Insurance
• Protect your pet with discounted pet insurance
• Secure your future with our 401k program
• Monthly CEU Trainings
• Tuition discounts available to all employees through our University Partnerships