Enrollment Specialist Team Lead

OUR  MISSION

Imagine building a better healthcare journey for patients with cancer, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.

 YOUR ROLE 

As Team Lead, you will:

• Manage and coach a team of Enrollment Specialists to achieve performance targets.
• Run daily team meetings and weekly individual 1:1s to ensure all team members are trained and operating effectively and efficiently.
• Provide additional coaching and training to the team to continually upskill and improve performance against targets.
• Manage day-to-day HR tasks such as approving hours, PTO requests, etc., while ensuring appropriate team coverage.
• Plan weekly/daily patient outreach priorities to achieve targets and communicate them to the team.
• Identify and execute on opportunities for improved team scripting, workflows, and hand-offs to drive improved enrollment conversion and achieve metrics.
• Provide regular queue oversight, troubleshooting, and data clean-up as needed.
• Do direct patient outreach and enrollment for high-priority populations or members with specialized needs.

First Three Months of Training

Your first three months will be focused on doing direct patient outreach and enrollment to enable you to subsequently manage and coach others in that role, including:

• Completing virtual onboarding and training (three weeks long) and being up to speed on Thyme Care systems, tools, technology, partners, and expectations. 
• Reaching out to eligible members to inform them of Thyme Care's services and ways we can support them in their cancer care journey. 
• Completing between 60-100 outbound calls daily, depending on contracts and call complexity, while achieving high enrollment conversion rates and QA scores.
• Explaining the benefits of Thyme Care's program so that both members and caregivers understand how we can help them and enroll them in our program and the value of our services.
• Obtaining consent from members, conducting enrollment surveys, and identifying and escalating any urgent member needs.
• Correctly following Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards.
• Building strong, trusting relationships with members, where listening and empathy are the foundation for every interaction you have with them.
• Participating in coaching and development sessions, and applying feedback and best practices to meet quality and productivity goals.

After your first three months and demonstrating proficiency in Thyme Care enrollment across contracts, you will transition to directly managing a team of 8-10 Enrollment Specialists while continuing to do direct patient outreach and enrollment roughly 25% of the time.

WHAT LEADS TO SUCCESS

• A member-first approach. You're personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives.
• Move with purpose. You're biased to action. You know how to identify and prioritize your initiative's needs and do what it takes to ensure that urgent and important needs are acted on immediately.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You're always looking to learn and grow.
• Metrics Focused. You can hit your daily, weekly, and monthly goals and frequently exceed them.
• Effective listener and communicator.