Manager - Family Intake and Enrollment

MeBe; Fresno (CA); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Industry benchmarked pay

Twenty-nine paid days off

Medical, Vision, Dental- 80% Employee,

50% Dependents

Life, AD&D, Accident, Hospital Indemn.

Pet insurance discount

401k program

Monthly CEU Trainings

Tuition discounts

Job summary

MeBe is seeking a Manager – Family Intake & Enrollment to lead the Family Success Liaison team from inquiry to service start. Build a high-quality, efficient enrollment path with data-driven improvements, while supporting families through a complex decision process.

You will own lead-to-enrollment performance, collaborate with Site Directors, Operations, and Business Development, and optimize CRM workflows to ensure timely follow-through and exceptional family experience.

Qualifications

• Leadership experience directing a client-facing team with coaching and performance management.
• Proven ownership of intake-to-enrollment metrics and funnel optimization.
• Experience owning CRM and communications systems including configuration and automation.
• Strong process-improvement mindset with measurable impact.
• Ability to translate performance data into actionable improvements.
• Excellent verbal and written communication with families and providers.
• Cross-functional collaboration across Site Directors, Operations, BD, and clinical leaders.
• Experience in ABA or high-touch healthcare services preferred.
• Must pass background check.

Responsibilities

• Family Discovery: Ensure families receive comprehensive, whole-child discovery across developmental, communication, sensory, social, behavioral, and educational needs.
• Family Access Operations: Guide families through insurance verification, benefits education, and funding workflows with clear guidance.
• Systems & Technology Ownership: Manage CRM and customer communications systems (Zoho CRM, Zoho Bookings, RingCentral) including configuration and automation.
• Quality Systems & Controls: Establish templates, workflows, and reporting to ensure high-quality execution and CRM hygiene.
• FSL Team Leadership & Performance: Hire, train, coach, and performance-manage the FSL team; review activity and progression.
• Lead-to-Enrollment Performance: Own funnel metrics, improve response times, discovery calls, and enrollment conversions.
• Clinical Capacity & Site Partnership: Align family intake with clinical capacity and site growth goals.
• Referral Partner Collaboration: Strengthen referrals and maintain timely, professional provider communications.

Skills

Team Leadership

Enrollment Pipeline

CRM Systems

Process Improvement

Data & Performance

Family Communication

Cross-Functional Collaboration

ABA/Healthcare Experience

Background Check

Tools

Zoho CRM

Zoho Bookings

RingCentral

Job description

MeBe is a provider of evidence-based therapies for children with autism and other special needs. Our mission is to empower families, professionals, and communities by educating and training them on evidence-based approaches. Our secret sauce? Play-filled, research-based care across multi-disciplines including ABA, Speech and OT.

At MeBe, you’ll be offered more than a job. You’ll receive training and support to develop your career and grow as an individual. You’ll work with extraordinary team members who share a common goal—to help children with autism be their best selves. Your days will be filled with meaning and purpose.

MeBe is seeking a Manager – Family Intake & Enrollment

You’ll lead the Family Success Liaison team and own the family journey from initial inquiry through service start—including family discovery, outreach quality, team performance, technology, workflows, and lead-to-enrollment results.

This is a hands‑on leadership role for someone who thrives on building structure, developing people, using data to improve performance, and creating an exceptional experience during what can be an emotional and complex decision‑making process for families. Success means building a predictable, high‑quality path to enrollment while ensuring families feel informed, supported, and confident at every step.

Responsibilities:

• Family Discovery: Ensure families receive a comprehensive, whole-child discovery experience that explores developmental, communication, sensory, social, behavioral, and educational needs and helps them understand the full range of MeBe services that may benefit their child.

• Family Access Operations: Ensure families move smoothly through insurance verification, benefits education, and funding workflows, with accurate guidance on coverage, accepted payers, service availability, and alternatives when coverage limitations exist.

• Systems & Technology Ownership: Demonstrated success hands‑on managing and optimizing CRM and customer communication systems—ideally Zoho CRM, Zoho Bookings, RingCentral, or comparable platforms—including workflow configuration, automation, data quality, reporting, troubleshooting, and team adoption.

• Quality Systems & Controls: Establish and continuously improve the standards, templates, workflows, quality controls, and reporting that create clear guardrails for FSL execution. Monitor CRM hygiene, response times, outreach cadence, documentation, appointment progression, and journey‑stage movement to identify breakdowns and drive consistent quality.

• FSL Team Leadership & Performance: Hire, train, coach, and performance‑manage the FSL team. Routinely review calls, emails, texts, CRM activity, and family progression to identify performance gaps, provide timely feedback, and ensure consistent execution against established standards.

• Lead-to-Enrollment Performance: Own performance and reporting across the lead-to-enrollment funnel, including response time, contact rates, discovery calls, site tours, assessment conversion, authorization progression, service starts, lead aging, and journey‑stage drop‑off. Use data to identify barriers, improve conversion, and hold the team accountable for timely follow‑through.

• Clinical Capacity & Site Partnership: Partner with Site Directors and Operations to align family intake and enrollment with clinical capacity, service availability, and site‑specific growth goals.

• Referral Partner Collaboration: Partner with Business Development to strengthen referral relationships and ensure FSLs provide responsive, professional communication with referring providers regarding family status, service availability, and referral outcomes. Use insights from family and referral interactions to identify opportunities to improve the referral experience and support long‑term partnerships.

Qualifications and Skills:

• Team Leadership & Development: Demonstrated success leading and developing a client‑facing team, including hiring, training, quality monitoring, coaching, accountability, and performance management.

• Enrollment & Pipeline Performance: Proven ownership of intake‑to‑enrollment performance, including pipeline management, follow‑up execution, reducing drop‑off, and achieving measurable enrollment outcomes.

• Systems & Technology Ownership: Demonstrated success owning CRM and customer communication systems—ideally Zoho CRM, Zoho Bookings, RingCentral, or comparable platforms—including workflow configuration, automation, data quality, reporting, and team adoption.

• Process Improvement: Strong process‑improvement mindset with the ability to identify workflow breakdowns, design and implement practical solutions, and measure whether changes improve efficiency, quality, and conversion.

• Data & Performance Management: Data‑informed leader who can translate performance metrics into action, identify trends and breakdowns, establish accountability, and use insights to improve individual and team performance.

• Family & Referral Partner Communication: Exceptional verbal and written communication and relationship‑building skills, with the ability to communicate warmly and confidently with families and referring providers, personally navigate complex or escalated situations, and build trust without pressure.

• Cross‑Functional Leadership: Strong ability to work across teams and influence without direct authority, partnering effectively with Site Directors, Operations, Business Development, and clinical leaders to align family demand, service capacity, and enrollment priorities.

• Relevant Service Experience: Experience in ABA, behavioral health, healthcare, patient access, admissions, or another high‑touch service environment preferred, with an understanding of the importance of responsiveness, accuracy, and empathy throughout the client journey.

• Ability to pass a background check (Required).

Perks and Benefits:

• Industry benchmarked, competitive pay

  • Salary $80,000 - $100,000 per year, depending on experience

• Twenty-nine paid days off

• Medical, Vision, Dental- 80% Employee, 50% Dependents

• Life, AD&D, Accident, Hospital Indemnity, Short Term Disability, and Critical Illness Insurance

• Protect your pet with discounted pet insurance

• Secure your future with our 401k program

• Monthly CEU Trainings

• Tuition discounts available to all employees through our University Partnerships