Enrollment Specialist Manager

About the role

We are seeking a dynamic Enrollment Specialist Manager to lead our growing Enrollment team. The Enrollment team is responsible for outreaching and enrolling prospective new members. Our Enrollment Specialists educate prospective members on our services and encourage them to enroll in Thyme Care to receive free-of-cost support throughout their cancer journey.

Responsibilities

• Directly manage, coach, and develop 3-5 Enrollment Specialist Team Leads
• Be directly accountable for the performance of 30-50 Enrollment Specialists supervised by Team Leads, including enrollment volume, conversion, and quality
• Work closely with Team Leads on performance management and career development conversations with Enrollment Specialists to build and maintain high-performing culture
• Build effective communication channels to ensure Team Leads are appropriately informed and aligned, and that they can surface insights and challenges from their teams
• Build and maintain strong team culture grounded in Thyme Care values
• Intimately understand enrollment team workflows and systems to be able to answer team questions, edge case scenarios, and member escalations
• Closely monitor enrollment team “queue” to identify and resolve data and system issues, ensure proper outreach prioritization, and resolve operational bottlenecks
• Maintain and revamp workflows as needed to drive improvements in efficiency and throughput
• Lead change management processes and build clear communication protocols for workflow changes
• Partner with the Quality, Training & Enablement team to identify skill gaps, create continuous feedback loops between QA findings and training, and reinforce training
• Ensure new hires are effectively trained prior to going live, monitor performance closely, and support coaching during their first 90 days to ensure a quick and effective ramp
• Lead testing and piloting of new approaches to improve member enrollment rates
• Adapt strategies in response to evolving member needs and market conditions

Requirements

• Strong management experience, including experience managing managers in addition to individual contributors
• Operational orientation, with a bias for simplicity and efficacy in building and improving effective operational processes and documentation
• Cross-functional leadership, able to drive cross-functional initiatives through effective influencing, project management, and communication
• Comfort with ambiguity, having a proven track record of success within scaling businesses, fast-paced environments, or startups
• Data savvy, leveraging data and analytics to measure success, find opportunities for improvement, and inform decisions
• Excellent communication skills, whether facilitating a live training session or presenting results to leadership

Qualifications

• Bachelor's degree in a related field or equivalent work experience
• Minimum 5 years of relevant experience in a managerial or supervisory role
• Experience in healthcare or a related field preferred

Skills

• Strong leadership and management skills
• Excellent interpersonal and communication skills
• Ability to manage multiple tasks and prioritize effectively
• Proficiency in Microsoft Office Suite
• Experience with CRM systems and/or healthcare software

Benefits

Thyme Care offers a competitive salary range of $103,500 - $115,000, with individual pay decisions based on qualifications, experience, and internal equity. Other benefits include:

• Health insurance
• Retirement savings plan
• Flexible work arrangements
• Professional development opportunities
• Employee recognition programs

Pay

$103,500 - $115,000 annually

Schedule

Full-time position