What we're looking for

We’re looking for a patient Enrollment Operations Manager to help us accomplish our mission of empowering everyone to live a long, full and optimal life by redefining the future of heart health. Recora Health is looking for a passionate, rigorous and detail-oriented individual who will be focused on designing and refining operational processes in one of the most pivotal functions at Recora. You have expertise in call center operations with experience in healthcare topics including insurance products and practice management. Additionally, you are comfortable in a fast-paced, data-informed environment and can identify and implement innovative and pragmatic approaches to our operations that can scale. Fluent in cross-functional collaboration, you create, iterate, and share information in a timely manner to bring your team members along the journey with you. As an experienced project and people manager, you operate in technical contexts and lead, coordinate, and manage multiple stakeholders effortlessly.

Responsibilities

The patient Enrollment Operations Manager is in the driver’s seat on patient outreach, recruitment and retention. You enjoy playing different roles and wearing many hats including enrollment operations, patient coordination, patient advocacy, performance analyst and team manager across multiple clients. Responsibilities include the following:

• Lead and coordinate all activities supporting patient recruitment and retention, including enrollment operations, insurance eligibility and patient coordination with input from Clinical Operations, Partnerships Success and external provider stakeholders.
• Deliver effective feedback and coaching to your team with excellent verbal communication about the progress and blockers to various audiences. Attract, recruit and retain enrollers, patient advocates & other staff to support enrollment operations. Refine team roster as needed based on regular individual and team performance evaluation.
• Experience managing teams responsible for outreach across multiple communication methods with a passion for applying core sales principles to match a patient’s needs with our offerings.
• Ability to take an analytical approach to evaluate past and current enrollment operations and performance. Develop best practices for patient enrollment and engagement with SLAs and KPIs that you use to assess and evaluate the effectiveness of strategies.
• Learn and optimize our portfolio of internal tools for outbound patient communication through telephony, text, traditional mail & email. Collaborate effectively with Product & Engineering teams to improve outreach strategies, technical workflows & nomenclature.
• Drive continuous improvement of this function with ongoing assessment and refinement of processes and procedures to increase efficiency and optimizations to scale the practice.scales. Clear and concise document development and communication is a strength to help effectively align and coordinate teams and demystify problems

Your Past Experience

Note: we consider applicants of all backgrounds. The below is simply a list of useful experiences. If you are excited about what we’re building but don't meet some of the criteria below, please don’t let that discourage you from applying!

• Minimum of 3 to 5 years of experience pioneering and leading member acquisition/retention for Medicare Advantage and commercial plans.
• Minimum of 3 to 5 years of experience in call center operations with increasing levels of responsibility, with at least 2 years of experience related to patient recruitment.
• Minimum of 2+ years screening, hiring & managing a team of more than 10+ call center specialists with track record of setting and achieving KPIs.
• Strong knowledge of healthcare topics including insurance products, ICD-10 billing and EHR landscape.
• You love a fast-paced environment and have the “startup mentality” where you can iterate quickly and comfortably dive into all kinds of projects. You take ownership of new projects and processes and can autonomously drive your own projects and build new and exciting operations for the team. Continuous improvement is in your DNA.
• You’re equally comfortable as an independent, resourceful problem-solver and as the team leader with executive presence and the grit to navigate and articulate complex technology and operational workflows to a wide range of audiences.
• You are results oriented and a data driven problem solver. Everything you do contributes to achieving a specific outcome, and you have a track record of exceeding expectations.
• Experience with CRM, ticketing queues, spreadsheets, and outreach tools
• Fluency in Spanish and practice management experience is a plus

Benefits

• Equity compensation in Recora
• Generous PTO / sick leave / health benefits
• 401(k) plan
• Free lunch and snacks in NYC Office
• Bring your dog to work 🐶