thyme-care - Enrollment Specialist Team Lead

• As a Team Lead, you're the engine behind a high-performing enrollment team. You'll coach and develop a group of Enrollment Specialists, keep daily operations running smoothly, and drive the results that get patients connected to Thyme Care's program. This is a hands-on leadership role — you'll stay close to the work by doing direct patient outreach yourself, so you can lead from experience, not just from the sidelines. • Lead and develop your team. Your primary responsibility will be to coach a team of Enrollment Specialists to hit daily and weekly performance targets, running weekly team huddles and 1:1s to keep everyone trained, supported, and performing at their best. • Keep operations on track. You will also handle day-to-day HR tasks like approving timecards and PTO, and coach your team to follow processes seamlessly. • Drive continuous improvement. You will partner with other team leads to ensure the enrollment queues are working well, and will roll up your sleeves to fix issues when you see them. You will also surface opportunities to leadership to sharpen team scripts, workflows, and hand-offs, always with an eye toward improving enrollment conversion and achieving our team goals. • Stay close to members. You will continue to do direct patient outreach and enrollment a few hours each week so you stay sharp on best practices and can support your team from real, current experience. • First Three Months of Training • Before stepping into full team management, you'll spend your first few weeks becoming an expert in the Enrollment Specialist role yourself — so you can coach others from a place of genuine knowledge. • Weeks 1–3: Onboarding. Complete virtual training and get up to speed on Thyme Care's systems, tools, technology, partners, and expectations, as well as the ins and out of the Enrollment Specialist role so you can begin to do member outreach. • Weeks 4–12: Building Enrollment Proficiency. Learn and practice Thyme Care's enrollment methods — how to use our proprietary outreach tool, connect with members, explain our program's value, escalate urgent needs, obtain consents, and successfully enroll patients. You'll work in the Enrollment Specialist role until you've demonstrated consistent proficiency across: • Making 60–100 outbound calls per day • Sustaining 30%+ call conversion over 3 weeks • Sustaining 85%+ QA scores over 3 weeks • Hitting contract-specific targets for 3 weeks • Leading your team. Once you've hit those benchmarks, you'll take on a team of 8–10 Enrollment Specialists, and learn: • The various data tools and tracking systems we use to measure performance and coach the team. • HR tools and processes for time-keeping and performance management. • WHAT LEADS TO SUCCESS • Experience. 3+ years of experience working in patient enrollment or similar field with a sales/conversion component, and a minimum of 2 years directly managing people. • 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. • 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. • Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course. • Metrics Focused. You can hit your daily, weekly, and monthly goals and frequently exceed them. • 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. • At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose. • Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $72,000. The salary range could be lower or higher than this if the role is hired at another level. This role is also eligible for a quarterly performance-based bonus. • We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer. • Be cautious of recruitment fraud https://www.thymecare.com/fraudulent-job-offers, and always confirm that communications are coming from an official Thyme Care email.