What are the responsibilities and job description for the Enrollment Specialist position at Wellinks?
About
Wellinks is the COPD disease management company committed to empowering people to live fully and breathe freely by improving outcomes for those we serve. We are creating a future where COPD care is designed and delivered around the individual and supported by a team striving to help them live a healthier, more fulfilling life. Our partners choose Wellinks to deliver a tailored and personalized healthcare experience for their members, resulting in improved outcomes at lower costs.
Wellinks is a high-growth company that is rich with mission-driven talent, guided by passionate healthcare leaders, and backed by world class investors. We are headquartered in New Haven Connecticut, conveniently between Boston and New York, and have team members across the US.
About the role
The Wellinks Enrollment Specialist plays a key role in ensuring seamless service delivery by coordinating appointments and supporting both new and existing members. Passionate about member engagement, the Enrollment Specialist is responsible for scheduling and rescheduling services, while maintaining clear and compassionate communication with all members. This position involves high-volume outbound calling to prospective members, as well as handling inbound inquiries. In addition to scheduling, the Enrollment Specialist will assist in the member enrollment process, ensuring that each interaction reflects the mission, vision, and core values of Wellinks. As a vital team member, the Enrollment Specialist will also serve as an advocate for members, providing valuable feedback to improve processes and enhance the overall member experience.
What you'll do
- Make outbound calls to prospective members and provider referrals. There will be high volume calling in this role.
- Handle inbound calls from current and prospective members and customers.
- Document calls, feedback, status of engagement and enrollment.
- Work with Patient Services Manager to troubleshoot, resolve, or escalate member concerns and/or issues.
- Utilize call scripts to handle a variety of inbound and outbound call situations.
- In some cases post enrollment, follow up with members to ensure initial appointment with Clinical Coaches has been scheduled.
- Ability to handle difficult conversations with customers/members by displaying professionalism, grace, and compassion.
- Be a voice of the customer, sharing insightful feedback and concerns to the Wellinks team on critical issues as they arise.
- A focus on customer experience and satisfaction is key to success in this role.
- Consistently meet and attain Key Performance Indicators (KPI’s).
- Perform other duties as assigned.
Required Qualifications
- High School Diploma
- 1-3 years of experience in a customer centric environment (call center, customer service operations).
- Ability to effectively navigate a PC and utilize MS Office tools.
- Excellent oral and written communication skills, especially over the telephone, to assist and customers with questions or concerns.
- Excellent documentation skills and ability to share critical findings with team members.
- Must be able to diplomatically and thoughtfully overcome objections, handle difficult conversations, and resolve problems.
- Requires good judgment, flexibility, and the ability to work unsupervised or with minimal supervision.
- Must be able to be work in a fast-paced environment.
Preferred Qualifications
- Bilingual (English/Spanish) preferred
- Prior Experience working in healthcare
