Is this you?

You live in the Tampa Bay area and are a motivator. With a sales focus, you train, teach, coach and inspire the enrollment team to optimize enrollment strategies, overcome objections and maximize patient consents through outbound calling campaigns. You track and evaluate individual and collective performance through consistent personal interaction, call monitoring and relevant KPIs. You have shown success in managing processes and developing people. You are results driven. Your ability to identify obstacles and make effective adjustments sets you apart from the competition. You are independent and also value the strength of a team.

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Manager, Patient Enrollment - Job Description

Overview

HealthXL provides Virtual Care Services (VCS) under the guidelines of Medicare’s Chronic Care Management (CCM) and Remote Patient Monitoring (RPM) programs. The role of Manager, Patient Enrollment (MPE) requires the ability to lead and maximize enrollment of new patients in VCS programs. This full time, on site, Tampa, FL based position reports via a matrix structure to the Director of Sales and Director, Program Operations.

Responsibilities

• Subject Matter Expert (SME) on maximizing eligible patient contact and consent
• Determines hiring needs, works with HR in screening and hiring of candidates
• Trains, and manages Enrollment Specialists (ESs), and Onsite Enrollment Coordinators (OECs), to address new and existing eligible patient volumes
• Monitors phone calls (live and recorded) providing coaching and training on call handling and techniques for overcoming objections
• Continually monitors ES balance of quantity versus quality (# of connects vs. consents) and counsel performance accordingly
• Meets with team and individuals daily, weekly, and monthly to meet individual and company patient enrollment goals
• Prepares for and leads regular, weekly production huddles

• Utilizes metrics/KPIs to monitor and react to day-to-day individual and team based performance goals.
• Reviews daily production metrics/data and adjusts resources and tactics as necessary to achieve enrollment objectives
• Incorporates performance rankings, contests, spiffs, etc. to promote team enthusiasm, fun, competitiveness and goal orientation

• Maintains accurate records in iCare and via external schedules to support campaign scheduling, staffing capacity, patient allocations, ES activity levels, process ratios (Calling, Contact and Consent), successful enrollments, and recurring cycles
• Works in coordination with QA to ensure quality checks are performed on completed enrollment transactions (both successful and non), deficiencies are responded to, team members are appropriately counseled, and exemplary performance is recognized
• Documents performance issues, completes corrective action forms, provides input to and participates with HR in performance counseling, appraisals and disciplinary actions

• Provides scheduled reporting to management regarding enrollment numbers performance ratios
• Achieves high team member job satisfaction and morale, resulting in low staff turnover
• Other duties as assigned to successfully support the Vision, Mission, and Values of HealthXL

Qualifications

• Demonstrates iCARE values: Integrity, Growth, Excellence
• Bachelor’s degree, or equivalent experience
• Experience in tele sales a plus
• Displays high energy, high initiative, goal orientation, and leadership by example

• Ability to work under pressure, and handle multiple competing priorities, while meeting challenging objectives and deadlines
• Ability to motivate staff in reaching performance expectations

• A quick study on business software applications
• Proficient in Microsoft Office
• Strong verbal and written communication skills
• Demonstrated problem solving and prudent decision-making abilities
• Organized, with ability to interpret and apply analytics to processes