What are the responsibilities and job description for the Manager, Patient Enrollment position at Strive Health?
What You’ll Do
The Manager, Patient Enrollment is responsible for leading a remote-based call center consisting of Enrollment Associates to drive new patient enrollments and completed first visits between the patient and our care teams. Ultimately, the Manager is responsible for meeting enrollment and first visit expectations while also taking a hands-on approach to leading the team through continuous change in a supportive manner. Keeping the team prioritized and hitting benchmarks that matter most is a top priority while managing with the expectation that priorities often change. Taking part in change means being part of the solution brainstorming, design, and implementation. Since our patients are often complex, the Manager must continuously coach our Patient Growth team on how to create a warmer, more empathetic connection. The front door to Strive begins with our Patient Growth team and creating highly engaged patients is critical. Given Strive Health’s growing successes, we have a high number of external clients we partner with to serve their patient populations. This requires that our managers be timely and accurate with reporting to our internal and external audiences. We must create confidence in our ability to not only enroll patients but also pivot as challenges occur.
The Manager, Patient Enrollment will report directly to the Vice President, Patient Growth. This is a leadership position with a high degree of exposure into senior leadership given the vital importance of patient growth. Knowing how to provide the right quantitative information coupled with qualitative learnings helps show a command of leading the team in the right direction.
The Day to Day
- Tenacity in driving performance on a daily basis, which often means managing challenges in a real time manner in a supportive way.
- Maintain a consistent eye on daily metrics (enrollment performance, on-queue time, etc.)
- Ensure the team is spending the right amount of time on queue within the correct queues. Provide frequent performance updates via standardized reporting and maintain reliability in updating reports on the right cadence. Lean-in to support Enrollment Associate performance, help guide and coach on issues in a real-time and appropriate manner.
- Be a positive force in driving continuous change and improvement in performance, workflows, and vital processes.
- Communicate with senior leadership about daily performance in a clear and transparent manner, anticipate concerns and address proactively. Partner with the People team to drive performance management when necessary
- Develop and implement cross-functional training to ensure the team’s ability to serve all Strive Health partnerships.
Minimum Qualifications
- 8 years of combined education, certification, or experience in related field or roles.
- 4 years of experience as a high-performing sales leader in a contact center or field-based sales operation
- 3 years of Salesforce or CSM management
- 10% Business travel
- Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms
Preferred Qualifications
- Experience in sales both as a producer and coach/leader.
- Comfort in developing well rounded training materials to clearly state the “why”, “how,” and “what”; execute and follow-up.
- Proven experience managing through high degrees of change in an empathetic and driven manner.
- Comfort in communicating with executive leadership with a good mix of the quantitative and qualitative.
Annual Base Salary Range: $86,000 - $104,000
Salary : $86,000 - $104,000
