Enrollment Specialist Team Lead

Thyme Care•Remote, United States

47d•$72,000 - $80,000•Remote

About The Position

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. 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.

Requirements

3+ years of experience working in patient enrollment or similar field with a sales/conversion component.
A minimum of 2 years directly managing people.
Experience with Zoom, Google Suite, Slack, electronic health records, and comfort in learning new technology.
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; winsome and articulate, but always starts by listening.
Ability to build rapport and great working relationships with members and colleagues.
Proven track record of success within scaling businesses, fast-paced environments, and/or startups.
Ability to hit daily, weekly, and monthly goals and frequently exceed them.
Must operate in a quiet and secure environment during scheduled shifts.
Ability to test internet speed prior to starting to ensure applications function as expected.
Personally motivated by the mission and passionate about assisting people and their families during challenging times.
Biased to action; knows how to identify and prioritize initiative needs and do what it takes to ensure urgent and important needs are acted on immediately.
Humble and proactively seeks feedback from others; always looking to learn and grow.

Nice To Haves

Experience working in a remote role in the past.

Responsibilities

Coach and develop a team of Enrollment Specialists to hit daily and weekly performance targets.
Run weekly team huddles and 1:1s to keep everyone trained, supported, and performing at their best.
Handle day-to-day HR tasks like approving timecards and PTO.
Coach your team to follow processes seamlessly.
Partner with other team leads to ensure the enrollment queues are working well.
Fix issues when you see them.
Surface opportunities to leadership to sharpen team scripts, workflows, and hand-offs, always with an eye toward improving enrollment conversion and achieving team goals.
Continue to do direct patient outreach and enrollment a few hours each week to stay sharp on best practices and support the team from real, current experience.