Key Responsibilities:

• Lead, mentor, and manage a 12-person intake team; drive performance, accountability, and professional development.

• Oversee all inbound inquiries, eligibility checks, benefit verification, authorizations, and onboarding processes for new families.

• Ensure intake SLAs, quality metrics, and communication standards are consistently met.

• Partner cross-functionally with clinical, scheduling, billing, and operations teams to ensure seamless start-of-care.

• Own intake workflow optimization, documentation, and reporting within Zoho CRM; identify system enhancements to improve accuracy and throughput.

• Monitor pipeline trends, capacity, and bottlenecks; provide weekly reporting and recommendations to leadership.

• Maintain compliance with HIPAA, payer requirements, and ABA industry standards.