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Verbal Beginnings · 1 month ago

Intake & Conversion Manager - Healthcare Services

Columbia, MD

Full-time

Hybrid

Mid, Senior Level

$60K/yr - $80K/yr

5+ years exp

Verbal Beginnings is a growing, BHCOE-accredited autism therapy provider dedicated to making a difference in the lives of children diagnosed with autism. The Intake & Conversion Manager is responsible for managing the intake process and converting inquiries into scheduled clients while ensuring a high-quality caller experience. This role involves overseeing operations, coaching team members, analyzing data, and collaborating with various departments to drive growth and efficiency.

Child CareChildrenHealth Care

Responsibilities

Oversee day-to-day intake operations for all inbound calls, web forms, emails, and referrals

Ensure every inquiry is tracked from first contact through scheduling, hand-off, or closure

Develop and maintain scripts, talk tracks, and FAQs that balance empathy with clear “next step” asks

Monitor coverage (hours, staffing, call routing) to minimize missed calls and long hold times

Partner with marketing and leadership to align intake messaging with current campaigns and capacity

Listen to a high volume of recorded calls each week to assess quality, tone, adherence to scripts, and conversion effectiveness

Provide structured feedback and 1:1 coaching to intake specialists, focusing on: Building rapport quickly, Discovery & needs assessment questions, Overcoming common objections, Confidently asking for the “yes” (booking, consult, assessment, etc.)

Create and maintain clear quality standards and scorecards for calls, chats, and emails

Identify training needs and run regular group training, role-plays, and calibration sessions

Own key top-of-funnel metrics: contact rate, speed-to-answer, conversion rate (inquiry → scheduled), and show rate (scheduled → attended)

Analyze call trends: peak times, reasons for not scheduling, service/insurance/location fit issues, etc

Test and refine scripts, follow-up cadences, and objection-handling strategies to lift conversion

Recommend changes to routing rules, hours, staffing, or technology based on data

Work closely with operations to ensure smooth hand-offs from intake to clinical/operational teams

Use our CRM/call system to track every lead and maintain accurate, up-to-date records

Build and maintain dashboards and reports that show: Volume of inquiries by source and channel, Conversion rates at each stage, Individual and team performance, Reasons for lost opportunities

Present findings and recommendations to leadership on a regular cadence (weekly/monthly)

Ensure documentation, workflows, and automation (texts/emails/reminders) are standardized and followed

Lead, mentor, and develop the intake team; participate in hiring, onboarding, and performance reviews

Serve as the “voice of the caller” internally — surfacing patterns in objections, confusion, and service gaps

Collaborate with marketing to close the loop on lead quality and campaign performance

Partner with operations/clinical leaders to align intake promises with actual capacity and program offerings

Qualification

EMR knowledgeCRM proficiencyTeam leadershipProcess improvementCommunication skillsProfessional demeanorInterpersonal skills

Required

Minimum of five (5) to seven (7) years of related work experience, preferably in an Applied Behavioral Analysis (ABA), home health, physician office, or outpatient setting

Strong knowledge of EMRs (CentralReach, Epic, Workday, PeopleSoft) and CRM (Salesforce, Hubspot) is required

Excellent verbal and written communication skills

High level of interpersonal skills and professionalism

Able to maintain a professional demeanor when managing people and processes

Proven ability to lead people, manage a team, and ensure high employee engagement and satisfaction