Intake & Conversion Manager - Healthcare Services

Overview

About Us

Verbal Beginnings is here to make a difference and give every child a chance. Our philosophy of changing lives and commitment to our core values has been the driving force that has allowed us to make an impact for an entire decade. It’s the same commitment to care with an expanding footprint that allows us to serve even more amazing kiddos and their families than ever before!

Our Mission: Changing lives. One child at a time. One professional at a time.

Summary

The Intake & Conversion Manager is responsible for turning inbound inquiries into scheduled, high-quality clients. This role sits at the intersection of customer service and sales: overseeing the intake process, reviewing high volumes of calls, and coaching the team to improve conversion, speed-to-contact, and overall caller experience.

You will own the top of the funnel: making sure every call, voicemail, web lead, and referral is handled quickly, consistently, and in a way that reflects our values while also driving growth throughout all of our programs or service offerings.

Work Environment

This is a hybrid position operating in a professional office environment based out of Columbia, MD, with accommodations considered for strong candidates living within driving distance of the office location for regular days in-office with the team.

Responsibilities

Intake & Sales Operations

• 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.
  
  

Call Review, Quality Assurance & Coaching

• 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.
  

Conversion Optimization & Process Improvement

• 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.
  
  

Systems, Data & Reporting

• 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.
  

Leadership & Collaboration

• 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.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications

Qualifications

• 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.
  
  

Physical Demands

The physical demands described below represent those that an employee must meet to perform the essential functions of this job successfully.

• Regularly required to speak clearly and hear well.
• May need to make fast, repeated movements of their fingers, hands, and wrists.
  
  

Company Overview

Verbal Beginnings is a growing, BHCOE-accredited and BCBA-owned and operated autism therapy provider serving children diagnosed with autism. Work for a company that believes in educating parents, disseminating evidence-based ABA, collaborating as a team, innovating in the field with new research, and inspiring others to pursue long-term careers helping our clients. VB offers a variety of programs, including our Early Intervention Center program, In-home program, Social Skills program, Feeding program, Diagnostic program, and our Comprehensive Services program, which includes Speech and OT services! VB also prioritizes, supports, and funds the professional development of our staff to ensure our staff has the resources and knowledge to provide top-quality services to our clients and families.

Verbal Beginnings’ personnel policies, procedures, and practices prohibit discrimination on the basis of race, color, religious creed, disability, ancestry, national origin, age, or sex. Verbal Beginnings’ employment opportunities are provided for applicants with disabilities and reasonable accommodation(s) are made to meet the physical or mental limitations of qualified applicants or employees.

Salary Range

USD $60,000.00 - USD $80,000.00 /Yr.