Member Enrollment Lead

Sunfish•New York City, NY

9d•Hybrid

About The Position

About Sunfish Sunfish is a fast-growing, venture-backed Series A health tech startup. Our mission is to make the parenthood journey easy and affordable to help everyone build the family of their dreams. Used by leading fertility clinics throughout the United States, we help patients navigate and afford treatments. Our company ingests unique patient biodata to support patients using AI/ML. Sunfish’s team is composed of individuals with backgrounds in fertility, health tech, insurtech, and fintech – all with a shared passion for bringing equity to family building. And we’ve done this before – our executive team has had 19 exits and 4 IPOs to date. The Position We’re seeking a compassionate, detail-oriented leader to join our sales team. This person will guide prospective patients as they explore Sunfish’s offerings and begin their fertility journey. This role blends strong operational execution and sales with high-empathy consultation. Expectations for this role include meeting response time SLAs, clearly explaining complex financial options, and ensuring accurate CRM documentation. You’ll work cross-functionally with Growth, Finance, Product, and Operations, offering real-time insights to improve patient conversion. Success in this role requires fluency with CRM systems and funnel metrics, excellent communication skills, as well as a strategic mindset and proactive approach to continuous improvement.

Requirements

5+ years of experience in enrollment, member growth, consultative sales, or a similar high-touch role
Excellent written and verbal communication skills; you 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
Comfort using funnel data, lost lead analysis, and qualitative insights to identify problems and improve performance
Ability to build processes from scratch and operate effectively in a startup environment with ambiguity and changing priorities
Thrive in a fast-paced, high-volume environment, balancing responsiveness with quality and empathy
High ownership mindset; you take initiative, move quickly, and care deeply about both patient experience and execution quality
BA/BS in a relevant degree

Nice To Haves

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

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, guiding them through Sunfish’s offerings, financial options, and enrollment process with empathy and professionalism
Own real-time conversations with patients, answering questions, overcoming objections, and guiding them toward enrollment
Educate patients various fertility treatments (IVF, egg-freezing, surrogacy, etc.) and provide clear, accurate guidance throughout the enrollment process
Adhere to all patient-level SLAs and ensure timely, high-quality follow-up across every stage of the funnel
Act as a financial guide, clearly explaining treatment costs, financing options, and tradeoffs so patients can make informed decisions
Help patients navigate emotionally and financially complex decisions with clarity, empathy, and confidence
Support with member onboarding as needed, stepping in when patient questions or escalations arise
Respond to calls and shared inbox communications with warmth, urgency, and clarity
Help create a high-touch member experience during key moments in the journey, including milestone communications and issue resolution
Improve and create educational materials and responses based on recurring patient questions and observed friction points
Ensure patient communication is empathetic, accurate, and aligned across channels
Maintain accurate daily documentation in HubSpot, including patient status, notes, next steps, and funnel progression
Surface actionable insights on where and why prospective patients are dropping out
Review funnel performance regularly and identify areas of opportunity to improve
Translate frontline patient feedback into clear insights to cross-functional teams that can improve workflows, communications, and team effectiveness
Build, document, automate, and improve patient enrollment processes as the company scales
Identify blockers in the patient journey and proactively drive solutions
Contribute to special projects to support member enrollment