Member Enrollment Lead

About the role

We're looking for a compassionate, detail-oriented leader to join our growing sales team. This role involves guiding prospective patients through our offerings and financial options, ensuring accurate CRM documentation, and providing real-time insights to improve patient conversion.

Responsibilities

• Own the patient journey from first touch through contract signing
• Manage a high volume of inbound and outbound calls, emails, and SMS with prospective patients
• Guide patients through Sunfish’s offerings, financial options, and enrollment process with empathy and professionalism
• Educate patients on various fertility treatments and provide clear, accurate guidance
• Adhere to all patient-level SLAs and ensure timely, high-quality follow-up across every stage of the funnel
• Work as a financial guide, clearly explaining treatment costs, financing options, and tradeoffs
• Support with member onboarding and respond to calls and shared inbox communications
• Improve and create educational materials and responses based on recurring patient questions and observed friction points
• Build, document, automate, and improve patient enrollment processes as the company scales
• Contribute to special projects to support member enrollment

Requirements

• 5+ years of experience in enrollment, member growth, consultative sales, or a similar high-touch role
• Excellent written and verbal communication skills; explain emotionally complex topics clearly, confidently, and with empathy
• Strong operational rigor and attention to detail, especially in CRM documentation, follow-up, and process adherence
• Experience with CRMs used to manage pipeline, communication, and patient or customer records
• Ability to build processes from scratch and operate effectively in a startup environment with ambiguity and changing priorities
• Fast-paced, high-volume environment; balance responsiveness with quality and empathy
• High ownership mindset; take initiative, move quickly, and care deeply about both patient experience and execution quality

Qualifications

• Bachelor's degree in a relevant field
• Nice-to-have: experience in healthcare (especially fertility) or finance, experience with HubSpot and workflow/process design, strong instincts around patient messaging, educational content, or lifecycle communication, experience analyzing funnel performance and making recommendations to improve conversion or experience, experience at an early-stage venture-backed company, bilingual or multilingual, especially Spanish