Behavioral Framework – a leading provider of ABA therapy to children diagnosed with autism - is looking for a Director of Client Intake!
Position Overview
The Director of Client Intake provides leadership and oversight for all intake operations, ensuring effective management of new client onboarding, scheduling coordination, documentation, and quality client communication. This role holds the overall responsibility for the intake team’s performance, process optimization, overall client satisfaction. The Director ensures intake functions are aligned with organizational goals and regulatory requirements, fostering collaboration across departments to deliver a seamless client experience.
Behavioral Framework Highlights:
- Behavioral Framework is devoted to the pursuit of providing excellent, honest, and compassionate care within the autism community.
- We believe in the dedication and passion of our professional team and the science behind ABA to make a difference in the families and children we serve.
- Ranked on the Inc. 5000 list for 3 consecutive years.
- 1 of 4 Autism providers in the country to earn 3-year accreditation + telehealth from the Behavioral Health Center of Excellence.
- Beautiful new office 2-minutes from I-270.
Key Responsibilities
- Evaluate and optimize intake workflows and standard operating procedures to drive efficiency, accuracy, and service excellence.
- Ensure effective coordination of assessment scheduling and clinician availability through the Intake Manager.
- Establish performance benchmarks, monitor KPIs (e.g., response times, document collection, conversion rates), and implement improvement plans where needed.
- Maintain oversight of all client communications during intake to ensure timely consistent customer focused responses.
- Ensure all new client communication touchpoints are met the highest standard of customer care.
- Collaborate with clinical, administrative, and leadership teams to support organizational goals and address operational challenges.
- Analyze intake data and generate high-level reports for executive leadership to inform strategic planning and resource allocation.
- Lead strategic projects related to intake expansion, technology implementation, and cross-departmental process improvement.
- Serve as escalation point for complex intake issues or urgent matters requiring leadership intervention.
- Directly manage the Intake Manager, providing mentorship, accountability, and performance evaluation.
- Provide strategic direction for all intake operations, ensuring alignment with company goals and client service standards.
- Oversee staffing structure, team development, and resource planning for the intake department.
- Ensure compliance with HIPAA and all relevant state, federal, and payer-specific regulations.
- Perform other duties as assigned by executive leadership.
Qualifications
- Bachelor's degree in Healthcare Administration, Business, or a related field (Master’s preferred).
- 7+ years of progressive leadership experience, including managing team leads, preferably in healthcare or behavioral health.
- Proven success in developing and leading high-performing operational teams.
- Strong strategic planning, problem-solving, and organizational skills.
- In-depth understanding of intake workflows, client onboarding processes, and regulatory compliance (including Medicaid and commercial insurance requirements).
- Experience with CRM systems (Salesforce preferred), EHR systems, and Microsoft Office Suite.
- Exceptional written and verbal communication skills.
- Strong data analysis capabilities with a track record of using insights to drive operational improvements.
- A client-first mindset and commitment to service excellence.
- Ability to work on-site full-time and maintain flexibility for occasional after-hours needs.
Work Environment & Physical Requirements
- Full-time on-site position in a fast-paced office environment.
- Standard business hours with occasional extended hours as needed.
- Requires regular interaction with staff, leadership, and external stakeholders.
- Physical activities include sitting, walking, reaching, and occasional lifting (up to 15 lbs).
- Must maintain HIPAA compliance and adhere to all company policies and procedures.
EOE
Behavioral Framework is committed to equitable treatment for all employees, clients, and their families. We welcome and respect the diversity of the families we serve, and we focus our organizational efforts to build a culture of respect, dignity, fairness, caring, equality, and self-esteem.
We believe our strength comes from the shared experiences of our employees, clients, and community. We pride ourselves on serving a diverse population and always seeking to hire, retain, and promote from a wide variety of backgrounds.
