Enrollment Manager

Role Overview

The Enrollment Manager leads and develops a team of Enrollment Specialists while also maintaining a small personal caseload. This dual player-coach position ensures operational excellence alongside a consistently positive experience for caregivers during enrollment.

Key Responsibilities and Success Criteria

Team Leadership

• Responsible for overall team outcomes, including achieving and sustaining weekly and monthly enrollment targets.
• Drive high conversion rates through the enrollment funnel, from initial contact through agreement to completed enrollment.
• Enhance efficiency from first call to enrollment and uphold documentation accuracy and compliance.
• Reduce case fall-offs and incomplete enrollments.
• Foster a culture based on ownership, accountability, and psychological safety while maintaining performance standards.
• Conduct structured coaching sessions such as call reviews and skill development.
• Promptly address performance challenges and cultivate confidence, clarity, and empathy across the team.

Coaching & Development

• Conduct regular one-on-one meetings with team members weekly or biweekly to support growth.
• Perform monthly call evaluations per team member and track improvements in conversion and quality metrics.
• Support onboarding for new hires and provide actionable behavior-based feedback.
• Identify skill gaps, design development plans, model calm leadership, and maintain high team morale.

Individual Enrollment Contribution

• Maintain a limited personal enrollment caseload to stay engaged with caregiver conversations and demonstrate best practices.
• Meet a reduced enrollment quota and maintain personal conversion targets.
• Handle complicated or escalated caregiver cases, model empathy, clarity, and professionalism, and adapt conversations as needed.
• Share effective strategies and examples with the team to improve overall performance.

Operational Excellence

• Monitor operational metrics regularly and identify performance trends.
• Collaborate with leadership on workflow improvements and process optimization.
• Communicate risks and system barriers promptly and strategize on scaling enrollment operations while balancing urgency with quality.

Core Competencies

• Leadership focused on performance outcomes
• Talent coaching and development skills
• Data literacy and management of key performance indicators (KPIs)
• Emotional intelligence and effective communication
• Accountability and driving change

Ideal Background and Experience

• Three to five or more years of experience in enrollment, admissions, inside sales, or member engagement roles.
• Previous leadership or team lead experience with measurable success in improving conversion rates or team effectiveness.
• Comfort working in metrics-driven environments.
• Healthcare or caregiving industry experience is preferred but not mandatory.