Director of Client Intake

Director of Client Intake: Rockville, Maryland

Job Title: Director of Client Intake
Reports To: Vice President of Client Experience
Location: On-site | Full-time

Position Summary

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.

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.

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.

Compensation $115,000.00