Intake & Conversion Manager - Healthcare Services

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.

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.

• 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

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• 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.

• 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.

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