Enrollment Specialist Team Lead

Summary

Join Thyme Care as a Team Lead and manage a team of Enrollment Specialists, driving performance and achieving targets. You will provide coaching, training, and daily support to your team, while also handling HR tasks and planning patient outreach priorities. This role involves direct patient interaction and enrollment, particularly for high-priority cases. The initial three months focus on mastering direct enrollment before transitioning to full team management. Success requires a member-first approach, action-oriented mindset, effective communication, and a data-driven focus.

Requirements

• 3+ years of experience working in patient enrollment, and experience directly managing people
• Comfort with ambiguity
• Comfort with technology
• Comfort with data tools
• A quiet working space

Responsibilities

• Manage and coach a team of Enrollment Specialists to achieve performance targets
• Run daily team meetings and weekly individual 1:1s to ensure all team members are trained and operating effectively and efficiently
• Provide additional coaching and training to the team to continually upskill and improve performance against targets
• Manage day-to-day HR tasks such as approving hours, PTO requests, etc., while ensuring appropriate team coverage
• Plan weekly/daily patient outreach priorities to achieve targets and communicate them to the team
• Identify and execute on opportunities for improved team scripting, workflows, and hand-offs to drive improved enrollment conversion and achieve metrics
• Provide regular queue oversight, troubleshooting, and data clean-up as needed
• Do direct patient outreach and enrollment for high-priority populations or members with specialized needs
• Completing virtual onboarding and training (three weeks long) and being up to speed on Thyme Care systems, tools, technology, partners, and expectations
• Reaching out to eligible members to inform them of Thyme Care's services and ways we can support them in their cancer care journey
• Completing between 60-100 outbound calls daily, depending on contracts and call complexity, while achieving high enrollment conversion rates and QA scores
• Explaining the benefits of Thyme Care's program so that both members and caregivers understand how we can help them and enroll them in our program and the value of our services
• Obtaining consent from members, conducting enrollment surveys, and identifying and escalating any urgent member needs
• Correctly following Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards
• Building strong, trusting relationships with members, where listening and empathy are the foundation for every interaction you have with them
• Participating in coaching and development sessions, and applying feedback and best practices to meet quality and productivity goals

Preferred Qualifications

• Proven track record of success within scaling businesses, fast-paced environments, and/or startups
• Experience with Zoom, Google Suite, Slack, electronic health records, and comfort in learning new technology
• Experience using data tools such as Google Sheets, Looker, or others in order to track performance metrics and ensure team performance
• Experience working in a remote role in the past

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care