Member Intake Manager

Job Summary

To support a growing clinical operations team, the full-time Member Intake Manager will build coaching and performance infrastructure, manage call-scoring and quality assurance processes, and oversee the onboarding of new coordinators in a remote environment.

Key Responsibilities

• Build and manage a call-scoring rubric, conduct QA auditing, and facilitate calibration sessions across the team
• Design and implement a scalable onboarding process for new Intake Coordinators while driving adherence to SLAs and activation targets
• Collaborate with cross-functional teams to improve processes and report performance metrics to leadership

Required Qualifications

• 3-7+ years of experience managing an outbound-focused, metrics-driven team with a focus on activation and conversion outcomes
• Proven experience in building and running call-coaching systems, including QA and calibration processes
• Comfortable utilizing SLAs and dashboards for management, with hands-on experience using dialer/CRM data
• Demonstrated ability to scale a team and maintain floor presence for coaching and escalations
• Experience iterating on scripts and playbooks based on data outcomes and diagnosing rep performance