Enrollment Manager, Pulmonary Rehabilitation

Aviary•New York, NY

19h•Hybrid

About The Position

The Enrollment Manager, Pulmonary Rehab, will oversee patient enrollment and onboarding into the pulmonary rehab program. This person will manage the enrollment team, refine outreach and insurance verification processes, and ensure patients are seamlessly transitioned into care. By combining people leadership with operational oversight, the manager will be accountable for achieving enrollment targets, improving conversion rates, and delivering a best-in-class first experience for patients and their families.

Requirements

Experience managing patient contact centers and patient access teams in a hospital or medical group setting.
2+ years insurance verification experience.
3+ years in a managerial role, overseeing teams in care operations or call centers.
Minimum of 2+ years screening, hiring & managing a team of more than 10+ call center specialists with a proven track record of setting and achieving KPIs.
Strong analytical abilities and problem solving skills in a fast paced environment.
Excellent interpersonal skills, detailed-oriented and meticulous.
Excellent verbal and written communication skills.
Knowledge of health plan or managed care operations, including telecommunications and call monitoring systems.
Strong knowledge of healthcare topics including insurance products, ICD-10 billing, insurance verification, prior authorizations and EHRs
Proficient in spreadsheet creation and management (Google Sheets, Microsoft Excel).

Nice To Haves

3+ years call center management experience preferred with demonstrated history of working in patient access & scheduling.
Experience with Zendesk, power dialing softwares, customer relationship management (CRM) platforms, patient call center softwares (e.g. Twilio Flex, Five9), ticketing queues, spreadsheets, and outreach tools.
Fluency in Spanish and practice management experience is a plus
NYC-based candidates excited to work IRL 3+ days per week strongly preferred; remote options may be considered for exceptional candidates

Responsibilities

Manage individual and team performance for enrollment staff and contractors, ensuring daily productivity and achievement of enrollment targets.
Conduct regular 1:1s and team meetings, providing ongoing feedback, coaching, and professional development opportunities.
Attract, recruit, and retain enrollment staff and contractors while fostering a collaborative, high-performing team culture.
Optimize team roster and staffing allocations, scaling headcount up or down depending on need and quickly acting on performance issues.
Oversee the end-to-end enrollment process - from initial outreach to first session (including chart reviews and insurance checks) - ensuring patients are successfully onboarded into pulmonary rehab.
Problem-solve escalated patient, partner, and insurance concerns through thorough research and timely resolution.
Ensure staff adherence to protocols across outreach, chart review, insurance verification, and scheduling workflows.
Monitor daily outreach priorities, ensuring enrollment staff focus on high-impact activities that drive conversion.
Assist in the creation of training materials and deliver ongoing education for enrollment staff to improve consistency and effectiveness.
Provide structured coaching and mentorship to enhance team skills in patient communication, enrollment workflows, and problem-solving.
Deliver effective feedback to enrollment staff and senior leadership about program progress, challenges, and opportunities.
Maintain and improve departmental operations by monitoring system performance, identifying issues, and driving process improvements.
Develop, document, and maintain standard operating procedures (SOPs) and corporate guidelines for enrollment processes.
Lead quality assurance initiatives to ensure accuracy, compliance, and efficiency across the enrollment function.
Report out on key team metrics (e.g., attendance rates, conversion rates), translate findings into actionable insights, and refine initiatives accordingly.
Identify opportunities to increase enrollment conversion rates and implement action plans to optimize performance.
Partner with clinical operations, product, and engineering teams to ensure enrollment processes align with program delivery needs.
Serve as a key liaison between enrollment operations and broader pulmonary rehab program leadership, ensuring alignment on goals and outcomes.
Support continuous communication between enrollment staff and care teams to ensure smooth patient transitions into the rehab program.