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
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Serve as the first point of contact for prospective clients and referral sources via phone, email, or web inquiry.
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Establish trust quickly through warmth, professionalism, and empathy.
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Conduct discovery conversations to uncover the caller’s needs and assess fit for services.
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Present TheKey’s value proposition clearly and confidently.
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Guide qualified callers toward the next step—such as a care assessment, consultation, or service start.
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Provide helpful resources or referrals to callers who are not a fit for TheKey, always leaving a positive impression.
Call Quality & Documentation
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Deliver conversations that reflect TheKey’s standards for compassion, accuracy, and clarity.
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Document every call in the CRM system with thorough, high-quality notes that eliminate the need for families to repeat themselves.
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Ensure all intake data is captured to support downstream teams in a seamless transition.
Operational Excellence & KPIs
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Consistently meet or exceed the following performance metrics:
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Percentage of Calls Answered: 95%+ during scheduled hours.
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Speed to Answer: Maintain average answer time metrics.
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First Call Resolution (FCR): Aim to resolve or move the caller to next step during the initial interaction.
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Lead Conversion: Meet monthly goals for converting inquiries into care assessments or service starts.
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Documentation Accuracy: 100% of calls accurately logged with required fields completed.
Collaboration, Outreach, and Lead Development
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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.
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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.
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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.
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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 f