Enrollment Specialist Team Lead

OUR  MISSION

Imagine building a better healthcare journey for cancer patients, 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. You are winsome and articulate, but you always start by listening, and you hear what may not be voiced because you listen so intently to others. You build rapport and great working relationships with members and colleagues.
• Experience. 3+ years of experience working in patient enrollment, and experience directly managing people.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course.
• Comfort with technology. Experience with Zoom, Google Suite, Slack, electronic health records, and comfort in learning new technology is important.
• Comfort with data tools. Experience using data tools such as Google Sheets, Looker, or others in order to track performance metrics and ensure team performance.  
• A quiet working space. It's important you've worked in a remote role in the past. To ensure member privacy, you must operate in a quiet and secure environment during your scheduled shifts and be able to test your internet speed prior to starting to ensure our applications function as expected.

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.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care employees are expected to be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention, subject to conflicting laws and exemptions based on medical or religious objections.

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, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role, if filled within New York City, is $65,000. The salary range could be lower or higher than this if the role is hired in another location or at another level. We also believe that your personal needs and preferences should be considered so we allow some choice between equity and cash.

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.

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