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Form Health · 1 day ago

Manager, Enrollment Specialist

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $100K/yr

5+ years exp

Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. The Manager, Enrollment Specialist will lead and develop a high-performing team that supports patients with all steps of the onboarding journey, ensuring a seamless and positive experience for new patients as they begin their journey with Form Health.

Health CareMedicalPersonal Health

Responsibilities

Oversee the daily operations of the Enrollment Specialist team, including planning daily team coverage for various tasks, managing workload distribution, ensuring timely completion of tasks, ensuring coverage for our phone lines, and providing immediate support for complex patient issues or process challenges

Ensure the efficient and accurate execution of all new patient onboarding processes, including: Effective management of incoming communications (chats, emails, phone calls) related to enrollment

Coordinating medical records requests and records follow-up to drive turnaround times in < 3 business days

Strategic execution of patient outreach to drive onboarding completion

Lead, coach, and develop a team of Enrollment Specialists, providing ongoing performance feedback, conducting regular one-on-one meetings, and completing annual performance evaluations to ensure high-quality service and productivity

Initially focus on revamping and improving our records collection workflow

Proactively identify, implement, and drive continuous process improvement initiatives to enhance team efficiency, reduce patient onboarding time, and elevate overall patient satisfaction during the enrollment phase

Manage and resolve escalated patient issues related to enrollment or onboarding, ensuring empathetic communication and effective problem resolution

Monitor, analyze, and report on key performance indicators (KPIs) and trends specific to enrollment processes (e.g., turnaround time, completion rates, contact metrics) to identify areas for improvement, optimize workflows, and make informed strategic decisions

Partner effectively with cross-functional teams (e.g., Product, Engineering, Marketing, Clinical Leadership, Learning & Development) to provide feedback on operational tools, create relevant training materials, coordinate clinical support for non-clinical tasks, and improve the overall patient experience

Assist with the development of training materials and lead the orientation of new Enrollment Specialists, fostering a culture of continuous learning and high performance

Contribute to and lead special projects as directed by leadership, particularly those focused on scaling enrollment operations and improving patient access

Qualification

Patient Enrollment ProcessesProcess ImprovementTeam LeadershipHealthcare ExperienceData AnalysisCustomer ServiceTelemedicine ExperienceCommunication SkillsOrganizational Skills

Required

5+ years of experience in a healthcare setting, with at least 3+ years of experience in a supervisory or management role, preferably within patient enrollment, customer service operations, and medical records management

Proven experience in successfully managing and developing teams to achieve high performance and deliver excellent customer service

A strong understanding of patient enrollment processes, medical practice operations, insurance verification, and professionalism standards within a healthcare context

Exceptional verbal and written communication skills, with the ability to effectively lead a team, communicate complex information, and foster strong internal and external relationships

Highly organized, with strong judgment and prioritization skills. Proven ability to oversee multiple complex tasks, manage team workload, and effectively meet operational deadlines

Proficient computer skills and a metrics-driven mindset, comfortable with analyzing data and adapting to evolving, custom-built IT systems, electronic health records (EHRs), and communication platforms (e.g., Slack, Google Workspace)

Demonstrated experience in driving process improvement initiatives and managing patient escalations

A passion for helping patients and a deep commitment to providing outstanding support during the critical initial stages of their healthcare journey