Intake Manager

Job Description

Job Description

Location: In-Person | Yucaipa, CA
Schedule: Full-Time | Monday–Friday within operating hours of 8:00 AM–5:00 PM
Classification: Full-Time, Non-Exempt

About Us:

At The Behavior Lab, we believe the family experience begins long before a child's first therapy session. From the first phone call to the first day of services, our Intake Team plays an important role in helping families feel welcomed, informed, and supported.

We provide compassionate, high-quality ABA services to children and families, and we're looking for an experienced Intake Manager who is ready to lead people, strengthen systems, and help families successfully navigate their journey into services.

If you're someone who loves organization, developing people, solving problems, and turning a busy department into a well-oiled machine, this may be the role for you!

About the Role:

The Intake Manager leads the full client intake lifecycle—from initial inquiry and onboarding through service transitions and offboarding. You'll oversee the Intake Team while ensuring families receive timely communication, documentation stays accurate and compliant, and processes continue moving forward.

This is a hands-on leadership position. We're looking for someone who can see the bigger picture while still paying attention to the details: coaching their team, reviewing workflows, jumping in when challenges arise, tracking departmental performance, and continuously looking for ways to make the family experience better.

You'll also collaborate closely with Clinical, Billing, People Operations, and Marketing to help create smooth transitions from inquiry to active services.

Key Responsibilities:

• Lead, support, and provide daily oversight to the Intake Team
• Oversee the complete client lifecycle, including inquiries, onboarding, transitions, and offboarding
• Ensure timely family follow-up and clear, compassionate communication throughout the intake process
• Monitor Client documents and onboarding, communication logs, funder documentation, and other intake requirements for accuracy and completion
• Conduct quality assurance audits and ensure client records and service-region data remain current
• Serve as an escalation point for complex family concerns, documentation barriers, scheduling challenges, and intake-related issues
• Maintain and improve Intake SOPs, workflows, and systems
• Track intake KPIs, including inquiry trends, conversion rates, engagement, and outreach outcomes
• Identify barriers impacting families' ability to begin services and develop solution-focused strategies
• Partner with Clinical, Billing, People Operations, Marketing, and other departments to support successful client transitions
• Support community outreach, resource fairs, partnerships, and family engagement initiatives
• Coach and develop Intake Team members while maintaining accountability, organization, and departmental expectations

What We're Looking For:

We're looking for someone who doesn't just manage tasks - they move things forward.

The right person is comfortable leading a team, following up until something is complete, having accountability conversations when needed, and finding solutions when a process isn't working. You should be equally comfortable supporting a concerned family, coaching an employee, reviewing data, and collaborating with leadership.

Qualifications:

• Bachelor's degree in a related field preferred
• Minimum of 2 years of experience in a related field; 3–5 years preferred
• Previous leadership, intake, operations, healthcare, customer service, or related experience strongly preferred
• Strong problem-solving and decision-making abilities
• Excellent communication and relationship-building skills
• Highly organized with strong project and time-management skills
• Ability to work independently while keeping leadership and team members informed
• Comfortable working in a fast-paced environment with changing priorities
• Strong emotional intelligence and ability to navigate challenging conversations professionally
• Proficiency with Google Workspace, including Docs, Sheets, Slides, Calendar, and Gmail
• Ability to coach, motivate, and develop a team while maintaining clear expectations and accountability

Why You'll Love Working With Us:

At The Behavior Lab, you're not just managing an intake department - you're helping shape a family's first experience with our organization.

We believe strong leaders create strong teams, and strong teams create better experiences for the families we serve. You'll have the opportunity to build systems, develop your team, collaborate across departments, and have a voice in how we continue improving and growing.

We celebrate wins, learn from challenges, promote growth from within whenever possible, and want our leaders to feel empowered to bring forward ideas—not simply maintain what's already been done.

Benefits & Perks:

We offer a supportive, growth-oriented work environment with:

✨ Medical, Dental, and Vision Insurance*
✨ 401(k) Retirement Plan*
✨ Paid Time Off (PTO)* & Sick Time
✨ Unpaid Time Off (UTO)
✨ Staff Referral Bonuses
✨ Professional Development & Leadership Training
✨ Team Bonding Outings & Staff Appreciation Events
✨ Employee Social Interest Groups & Lab Social Groups
✨ Opportunities for Internal Growth & Advancement

Physical Requirements:

This is primarily an in-person, office-based role requiring extended computer use and the ability to move throughout office and event spaces. Must be able to occasionally lift up to 25 lbs. Local travel may be required for community events and partnership meetings, with occasional evening or weekend events based on organizational needs.

Ready to Lead the First Step in a Family's Journey?

If you're a people-focused leader who loves building strong systems, developing teams, solving problems, and creating positive experiences for families, we'd love to hear from you!

The Behavior Lab is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued and supported.