Enrollment Specialist Lead

Position SummaryThe Enrollment Specialist Lead is part of the enrollment team which assists in onboarding
new patients across all providers of Freedom Healthworks and Freedom Docs. Throughout the
day, they answer and update our phone and customer relationship management (CRM)
software (currently using Aircall and Hubspot) as they relate to enrollment. The lead position will also act as a liaison between our clients and the Enrollment Specialist through effective communication, initiating client conversations and addressing issues that may arise internally on the team or externally with out clients.
 Desired Qualifications

• Ability to provide exceptional customer service for patients and clients.
• Prior experience in call center management, preferred.
• Strong knowledge of direct primary care, medical terminology, healthcare processes, and clinical guidelines, preferred.
• Excellent communication, time management and interpersonal skills.
• Problem-solving and decision-making abilities with a focus on being proactive and timely
• Ability to work in a fast-paced environment and handle challenges with composure.

Desired Skills

• Proficiency in using call center software, electronic health record systems, and other relevant technologies.

• Excellent knowledge of MS Office and Google Suite.
• Previous use of CRM or patient database software.
• Strong organizational and communication skills.
• Ability to work on and lead a team.

Role and Responsibilities

• Team Leadership
  • o Help lead effective communication between team members and clients.
  • o Provide sales coaching to the team and guidance on specific questions or workflow issues that may arise.
  • o Lead daily touchpoint conversations with team members.
  • o Monitor and measure needed metrics to ensure quality of work.

Interview potential

• Member Care
  • o Ensure that patients receive accurate and compassionate assistance during their interactions with the call center.
  • o Guide potential patients through physician-specific membership process
  • o Interview potential patients to uncover and be able to “play back” their specific needs,

motivations, and urgency for a FreedomDoc or Direct Primary Care (DPC) physician

• • o Advise prospective patients in their decision-making process, tailoring presentation to the prospect’s motivations and guiding their purchase decision
  • o Collaborate with healthcare professionals to provide accurate medical information and guidance to patients and callers.

• Membership Growth & Sales
  • o Track patient information and follow up activities for your pipeline of prospective patients
  • o in CRM, especially noting any of their “objections” and addressing them in follow up
  • o conversation.
  • o Manage sales desk inbox through tagging and archiving of conversations
  • o Manage potential patient leads through contact forms or call-ins 
  • o Monitor Freedom Healthworks sales platform for patient engagement during shift

• Quality Assurance
  • o Maintain high standards of service quality continuous learning and engagement.
  • o Willing to become an expert in direct primary care- education for patients.
  • o Implement quality improvement initiatives to enhance member interactions and ensure compliance with clinical guidelines, value proposition, and regulations.

Success Factors / Job Competencies

• Working with Computers – Using computers and computer systems (including hardware and software) program, enter data, or process information.
• Performing for or Working Directly with the Public –Dealing directly with the public. This includes serving customers i.e. patients.
• Organizing, Planning, and Prioritizing Work – Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Teamwork- Ability to share and help offset workload for other Enrollment Specialists as needed.

 Performance Standards

• Being honest and ethical
• Willingness to being accountable for results
• Being careful about detail and thorough in completing work tasks
• Maintaining a professional work environment
• Being sensitive to others’ needs and feelings, while being understanding and helpful on the job
• Willingness to take on responsibilities and challenges

What Makes This a Great OpportunityAt Freedom Healthworks, we help physicians become FreedomDocs and take control of their lives. We assist physicians starting, growing, and operating their practices. We believe that all people should have a relationship with a trusted FreedomDoc℠.  We run our client’s business, not tell them how to be a doctor. We strive to help physicians care for their patients without restrictions, barriers, and frustrations – Together, FreedomDocs can help care for everyone.
 

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