Member Intake Manager

About the Role

Leap Health's Clinical Operations Team is scaling ahead of a major expansion in member activations, and this role exists to build the coaching, quality, and performance infrastructure that growth requires. The Member Intake Manager will own call-scoring rubrics, QA auditing, SLA and KPI dashboards, and onboarding design for a team that grows from 3-5 to 10-15+ coordinators over the next year, while staying on the floor to take calls and coach live. This person will partner closely with Marketing on lifecycle scripting and messaging, Engineering & Analytics on calling intelligence and tracking tools, and Client Ops Leadership on process improvements, reporting to the Head of Member Operations & Strategy.

Key Responsibilities

Team Coaching & Performance

• Build and run a call-scoring rubric, QA auditing cadence, and calibration sessions across the team
• Diagnose conversion gaps through call review, roleplay, and shadowing, and correct them through live coaching
• Take calls and handle escalations personally to maintain floor credibility and coach in real time
• Drive consistent SLA and activation-target adherence through data-backed coaching, not activity quotas

Process & Scale

• Design and own a repeatable, largely automated onboarding process for new Intake Coordinator cohorts
• Scale the team from 3-5 to 10-15+ coordinators over the next 12 months
• Iterate on scripts and playbooks based on outcome data, testing and rewriting messaging that isn't converting
• Build and maintain SLA and KPI dashboards using Dialpad answer-rate data and stage-timestamp tracking

Cross-Functional Partnership

• Partner with Marketing on lifecycle campaign scripting and messaging, feeding back what is and isn't converting
• Work with Engineering & Analytics to build and refine calling intelligence and performance-tracking tools
• Collaborate with Client Ops Leadership on process improvements and tactical execution
• Report team performance and coaching progress to the Head of Member Operations & Strategy

Qualifications

Required

• 3-7+ years managing an outbound-heavy, metrics-driven rep team (SDR/sales, collections, retail/telecom win-back, or insurance/benefits enrollment), with ownership of activation and conversion outcomes rather than activity or handle-time metrics
• Has personally built or run a call-coaching system — scoring rubrics, QA/call-listening cadence, and calibration sessions
• Comfortable managing by SLAs and dashboards rather than gut feel, including hands-on use of dialer/CRM data such as answer rates and stage timestamps
• Track record of scaling a team (e.g., from ~5 to 10-15 reports) and staying on the floor — taking calls and handling escalations personally
• Experience iterating on scripts and playbooks based on outcome data, and diagnosing/correcting rep performance through call review, roleplay, or shadowing
• Track record of compliant outbound practices (DNC/opt-out handling, accurate representations), given this role owns compliance-adjacent call auditing

Preferred

• Healthcare, insurance, or benefits-enrollment background, plus familiarity with Dialpad, HubSpot, or a comparable dialer/CRM stack
• Experience with retention or community-building motions (referral or loyalty/advocacy programs), or prior experience hiring for a similar role