48 applicants

Company

Thyme Care · 7 hours ago

Enrollment Specialist Team Lead

Remote or Nashville, TN

Full-time

Remote

Senior Level

3+ years exp

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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.

After your first three months and demonstrating proficiency in Thyme Care enrollment across contracts, you will transition to directly managing a team of 8-10 Enrollment Specialists while continuing to do direct patient outreach and enrollment roughly 25% of the time.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Patient enrollment experienceMetrics focusedTeam managementCoachingData tools experienceTechnology comfortGoogle SuiteZoomSlackElectronic health recordsGoogle SheetsLooker

Required

3+ years of experience working in patient enrollment, and experience directly managing people.

Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups.

Comfort with technology. Experience with Zoom, Google Suite, Slack, electronic health records, and comfort in learning new technology is important.

Comfort with data tools. Experience using data tools such as Google Sheets, Looker, or others in order to track performance metrics and ensure team performance.

A quiet working space. It's important you've worked in a remote role in the past. To ensure member privacy, you must operate in a quiet and secure environment during your scheduled shifts and be able to test your internet speed prior to starting to ensure our applications function as expected.

A member-first approach. You're personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives.

Move with purpose. You're biased to action. You know how to identify and prioritize your initiative's needs and do what it takes to ensure that urgent and important needs are acted on immediately.

Seek diverse perspectives. You are humble and proactively seek feedback from others. You're always looking to learn and grow.

Metrics Focused. You can hit your daily, weekly, and monthly goals and frequently exceed them.

Effective listener and communicator. You are winsome and articulate, but you always start by listening, and you hear what may not be voiced because you listen so intently to others. You build rapport and great working relationships with members and colleagues.