Director of Enrollment Operations
2 weeks ago
About Us
At Givers we believe in a future in which family members can sustainably care for one another. We enroll, support, and pay family caregivers through Medicaid programs. We're venture-backed with a mind for growth and a heart for good–we've raised $3.6M from CRV, Able Partners, AARP, and a number of leaders in the space.
Job Description
Have you built a CRM from the ground up? Have you stood up a customer success function? Do you thrive in the weeds of managing many ongoing cases AND at the 30k foot view of the strategy? Have you succeeded in a rapidly growing healthtech company?
In leading our Enrollment Function, you will play a pivotal role in our mission to become the largest payer of family caregivers in the US. The Medicaid programs that we support and pay family caregivers through have extensive enrollment processes. We are growing rapidly and you will be the person to own and scale our enrollment function through process, product, and people.
You'll apply your experience in customer success, account management, care navigation, or sales to our mission, helping drive families in need through the program enrollment pipeline. Don't be afraid if you don't know about Medicaid–you just need a learner's mindset
The ideal candidate will have an innate drive to chase down opportunities, unrelenting attention to detail, knack for organization, and love for assisting people in need.
Responsibilities
- Enrollment Coordination: Manage the success of our caregivers through the journey of enrolling in paid caregiving programs. Follow up regularly with them and their state-appointed case managers to keep the process moving smoothly and all updates documented.
- System Ownership: Speed of service is what we're known for. We leverage a highly efficient CRM system. You'll be in charge of keeping it up to date, plus if you find a repetitive task or bottleneck, you will be encouraged to automate it.
- Performance Tracking: Own and report on record key performance metrics, including enrollment rates, turnaround times, and reasons for disqualification. Use this data to improve your effectiveness and share insights with the team.
- Relationship Building: We make referrals to various partners at the state level as part of the enrollment process. You will become their best friend and keep an open line of communication about the status of our referrals.
- Communication: Maintain clear and regular communication with caregivers, addressing their questions, concerns, and providing updates on their enrollment progress. We have a strong 1:1 relationship with the families we serve, and they know that they can text us and get a quick response.
- Documentation: Ensure accurate and organized documentation of all client interactions and enrollment-related activities.
Requirements
- Customer Success, Account Management, or Sales Background: Previous experience owning a process in direct-to-consumer customer success, process coordination, customer relationship management, or a related field.
- Proactive: Intuition and a strong sense of direction. You should be constantly identifying and acting on opportunities to make an impact, not just waiting for tasks to be assigned to you. Once you sniff out an opportunity you should have a bias towards action.
- Organized: A love for organization and an eye for systems to maintain high service at scale. Letting things fall through the cracks means gaps in our service and caregivers in need not getting the support they deserve.
- Tool Mastery: A track record of making the most of software and systems to maximize efficiency. Experience with the bleeding edge of AI is a plus. Comfortable with tools such as Zoho, Salesforce, Monday, HubSpot, Zendesk, or other CRMs. Ability to write automation scripts is a plus.
- Data-Driven: Strong analytical skills and the ability to use data to track and improve enrollment experience and rates. The intuition for what metrics to pull, and what to focus on.
- Empathetic: Compassion and empathy for the challenges faced by family caregivers and individuals with disabilities, and the ability to get on the phone to check in as needed.
Benefits
- Strong culture of good people who: iterate quickly, take ownership, have an opinion, build whole-person relationships, strive for excellence, and embrace intellectual humility
- Competitive salary and equity
- 401K, health, vision, and dental insurance
- Generous PTO
- Primarily in-office culture with flexibility
Givers is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.
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