Member Intake Manager

About this role

ABOUT LEAP

Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal.

Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for.

We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care.

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

At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you.

Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.

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