Director of Intake and Client Experience

Autism Learning Partners • Full-time • Houston, TX, US • 2w ago

Join Our Team as the Director of Intake & Client Experience!

At Autism Learning Partners (ALP), we are on a mission to help families thrive by providing top-quality autism and developmental disability therapies. Our innovative approach focuses on the whole individual—working hand-in-hand with doctors, therapists, schools, and specialists to achieve meaningful, lasting PROGRESS.

Why ALP?

We are passionate about our work and our values. If you're someone who thrives in a collaborative environment and wants to make an impact, you’ll fit right in! Our culture is rooted in Excellence, Respect, Accountability, Teamwork, Compassion, Collaboration, Stewardship, and Honesty.

About The Role

We're looking for an exceptional Director of Intake & Client Experience to lead our Intake Department and elevate the client experience from day one. In this strategic role, you'll oversee the intake process from inquiry to service onboarding, ensuring every family receives a seamless and supportive experience. You will lead a dynamic team, drive cross-departmental collaboration, and contribute to the growth of our organization.

What You'll Do

Lead, inspire, and develop a high-performing team, including Intake Coordinators, Insurance Verification Specialists, and Receptionists.
Create and nurture a culture focused on delivering timely, compassionate service and supporting the clinical operations team.
Own the end-to-end intake process: from referral receipt to successful handoff for authorizations, ensuring a smooth and efficient experience for families.
Partner with Clinical, Billing, Marketing, and Authorizations to keep lead pipelines active and client onboarding frictionless.
Track, analyze, and report on key performance metrics like lead-to-client conversion, drop-off rates, and average days to start care.
Identify opportunities for process improvements, automation, and workflow optimizations, particularly using Salesforce CRM and other connected systems.
Drive system optimization and best practices as Salesforce admin for the Intake department.
Create and enforce Standard Operating Procedures (SOPs) to ensure consistency, clarity, and accountability.
Design and implement team incentive structures that align with department KPIs and company-wide goals.
Ensure your team is prepared to navigate state-specific requirements and adjust processes as needed.
Serve as the go-to person for escalations, resolving concerns with empathy and service recovery.
Champion our culture of excellence, aligning purpose, process, and performance for top-tier client experiences.

What We’re Looking For

Proven Leadership: You have at least 5+ years of experience leading high-performing teams in client-facing, operations-heavy roles (preferably within healthcare, behavioral health, or related industries). We are open to candidates with experience in call center management or intake operations, especially those with a proven track record in client-facing, service-oriented roles.
Track Record of Success: You’ve built teams based on accountability, service, and continuous improvement.
Cross-Functional Collaboration: You excel at navigating and aligning priorities across multiple departments.
Data-Driven Decision Maker: You have a deep understanding of KPIs and performance metrics, with the ability to analyze trends and lead improvement efforts.
Salesforce Expertise: You have admin-level experience with Salesforce CRM (or similar systems) and know how to drive adoption and system optimization.
Client-Centric Mindset: You understand the importance of client experience and know how to deliver exceptional service, even in fast-paced, emotionally sensitive environments.
Process Improvement: You bring a mindset focused on continuous improvement, having implemented automation or workflow enhancements across teams.
AI Tools Experience: Experience with AI tools, such as automation in CRM systems or other relevant platforms, is preferred and will help streamline intake processes and enhance efficiency.
Adaptable and Organized: You thrive in dynamic environments, leading teams through change while staying focused on results.
Mission-Driven: You’re passionate about equity, inclusion, and delivering family-centered care.
Industry Knowledge: A solid understanding of insurance verification, prior authorizations, and payer dynamics is key (experience in ABA/behavioral health is a plus but not required).

What You’ll Need To Succeed

Education: A Bachelor's Degree is required.
Experience: At least 5 years in intake, admissions, or call center roles and 3+ years in a leadership capacity.
Skills: Strong communication, interpersonal, and leadership skills, with the ability to resolve escalations with clarity and empathy.
Systems Knowledge: Familiarity with Salesforce CRM, along with a strong understanding of healthcare intake workflows and HIPAA guidelines.
Industry Experience: Exposure to behavioral health or ABA environments is a plus, but not required.

What We Offer

Competitive salary and benefits, including healthcare, retirement plans, and more.
A mission-driven organization where your work makes a real impact on the lives of families.
A culture of collaboration, growth, and innovation.
A supportive environment that encourages work-life balance and professional development.

Ready to Make a Difference?

If you're ready to lead a team that is passionate about making a difference in the lives of families, we want to hear from you. Apply now to join a mission-driven team that values excellence, compassion, and growth!

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