Regional Intake Manager

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Your Core Responsibilities

Client Engagement & Conversion

• Serve as the first point of contact for prospective clients and referral sources via phone, email, or web inquiry.

• Establish trust quickly through warmth, professionalism, and empathy.

• Conduct discovery conversations to uncover the caller’s needs and assess fit for services.

• Present TheKey’s value proposition clearly and confidently.

• Guide qualified callers toward the next step—such as a care assessment, consultation, or service start.

• Provide helpful resources or referrals to callers who are not a fit for TheKey, always leaving a positive impression.

Call Quality & Documentation

• Deliver conversations that reflect TheKey’s standards for compassion, accuracy, and clarity.

• Document every call in the CRM system with thorough, high-quality notes that eliminate the need for families to repeat themselves.

• Ensure all intake data is captured to support downstream teams in a seamless transition.

Operational Excellence & KPIs

• Consistently meet or exceed the following performance metrics:

  • Percentage of Calls Answered: 95%+ during scheduled hours.

  • Speed to Answer: Maintain average answer time metrics.

  • First Call Resolution (FCR): Aim to resolve or move the caller to next step during the initial interaction.

  • Lead Conversion: Meet monthly goals for converting inquiries into care assessments or service starts.

  • Documentation Accuracy: 100% of calls accurately logged with required fields completed.

Collaboration, Outreach, and Lead Development

• Lead Generation & Tracking:

  Leverage both internal and external resources to identify and generate new leads. Proactively manage, organize, and track outreach efforts using Salesforce to maintain an up-to-date lead list and accurately record outcomes and dispositions.

• Referral Relationship Management:

  Foster and maintain strong relationships with referral partners by providing clear, consistent communication and employing creative outreach strategies. Represent TheKey as a trusted partner and point of contact to ensure sustained engagement and referral growth.

• Cross-Functional Collaboration:

  Work closely with internal teams—including client success managers, operations, and sales—to optimize the intake process, proactively identify and resolve bottlenecks, and deliver a seamless experience for families entering our care.

• External Partner Coordination:

  Serve as a liaison to external agencies, community partners, and other stakeholders who participate in or influence the intake process. Ensure timely and effective communication, share relevant updates, and maintain a high standard of partnership on behalf of TheKey.

Required Skills, Education and Certifications:

● Bachelor’s degree in a related field or equivalent work experience.

● 5 years previous experience in take/inside sales role, or equivalent experience, healthcare preferred.

● Excellent communication, interpersonal, and problem-solving abilities.

● Knowledge of relevant regulations and compliance standards.

● Ability to multitask, prioritize, and work under pressure in a fast-paced environment. ● Flexibility to travel within the region as required.

Physical Requirements:

● Ability to travel approximately up to 15% of the time

● Ability to lift and carry up to 15-20 pounds

● Ability to sit, stand and walk for prolonged period of time throughout the work day

● Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance
  

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

Originally posted on Himalayas