[Hiring] Enrollment Specialist Manager @Thyme Care

Role Description

We're seeking a dynamic Enrollment Specialist Manager to lead our growing Enrollment team. The Enrollment team is responsible for outreaching and enrolling prospective new members. Our Enrollment Specialists outreach prospective members to educate them on our services and encourage them to enroll in Thyme Care to receive free-of-cost support throughout their cancer journey. As the Enrollment Specialist Manager, you’ll report directly to the Head of Enrollment Strategy and will oversee a team of Enrollment Specialist Team Leads while driving operational excellence, training effectiveness, and strategic initiatives to meet our enrollment goals.

What You’ll Do

• Team Lead Management
  • Directly manage, coach, and develop 3-5 Enrollment Specialist Team Leads.
  • Be directly accountable for the performance of 30-50 Enrollment Specialists supervised by Team Leads, including enrollment volume, conversion, and quality.
  • Work closely with Team Leads on performance management and career development conversations with Enrollment Specialists to build and maintain a high-performing culture.
  • Build effective communication channels to ensure Team Leads are appropriately informed and aligned, and that they can surface insights and challenges from their teams.
  • Build and maintain strong team culture grounded in Thyme Care values.
• Operations & Workflows
  • Intimately understand enrollment team workflows and systems to be able to answer team questions, edge case scenarios, and member escalations.
  • Closely monitor enrollment team “queue” to identify and resolve data and system issues, ensure proper outreach prioritization, and resolve operational bottlenecks.
  • Monitor team performance to ensure appropriate workflows are being followed.
  • Revamp workflows as needed to drive improvements in efficiency and throughput.
  • Design and implement new workflows in collaboration with cross-functional partners.
  • Lead change management processes and build clear communication protocols for workflow changes.
• Training & Enablement
  • Partner with the Quality, Training & Enablement team to identify skill gaps, create continuous feedback loops between QA findings and training, and reinforce training.
  • Ensure new hires are effectively trained prior to going live, monitor performance closely, and support coaching during their first 90 days to ensure a quick and effective ramp.
  • Ensure training materials and job aids are up to date and meet operational needs.
• Strategy & Innovation
  • Analyze performance data to identify opportunities for improvement.
  • Lead testing and piloting of new approaches to improve member enrollment rates.
  • Adapt strategies in response to evolving member needs and market conditions.

Why You’ll Love This Role

This position offers a unique opportunity to make a meaningful impact on the lives of patients with cancer while supporting a critical function within our organization. You'll have the chance to shape our enrollment strategy, develop future leaders, and directly contribute to our mission of providing exceptional support throughout the cancer journey. If you're passionate about building high-performing teams and driving operational excellence in service of a powerful mission, we want to hear from you.

What Leads to Success

• Strong management experience. You have significant experience managing and coaching teams toward success, and ideally have managed managers in addition to individual contributors.
• Operational orientation. You have successfully built, improved, and maintained effective operational processes and documentation, with a bias for simplicity and efficacy.
• Cross-functional leadership. You are able to drive cross-functional initiatives through effective influencing, project management, and communication.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
• Data savvy. You leverage data and analytics to measure success, find opportunities for improvement, and inform decisions.
• Excellent communication skills. You have excellent written and verbal communication skills, whether facilitating a live training session or presenting results to leadership.

Our Values

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

Salary Information

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $103,500 - $115,000. The salary range could be lower or higher than this if the role is hired at another level.

Diversity and Inclusion

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.

Recruitment Fraud Warning

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.