About the RoleLeap 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 ResponsibilitiesTeam 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
QualificationsRequired- 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
