Associate, Enrollment (Mon-Fri: 10:30a-7p)

What You’ll Do

The Enrollment Associate is responsible for educating patients about their eligible healthcare services and directly scheduling them with our provider team. Depending on the patient’s eligibility, this role will also be collecting sensitive patient information to assist our care teams in preparing the right services for the patient.

Building trust-based relationships is at the core of Strive’s care model, and that patient experience starts with the Enrollment Associate. By establishing an empathetic connection with our patients, this individual will convincingly present Strive’s care model based on patient needs, nimbly address inquiries and objections, and be the patient’s support anchor throughout the enrollment process.

This role is a high call volume remote contact center-based position that supports Strive patient growth initiatives through both inbound and outbound calls. Success is dependent upon supporting our patients to schedule appointments with our providers. As a data-driven organization, we will use key performance indicators to help guide and coach this role’s performance. This includes daily contacts, first call resolution, average handle time, and quality process adherence within our systems of record. This individual will report to the Lead, Enrollment.

The Day to Day

• Makes outbound calls to prospective patients to educate them on Strive’s holistic care model and directly schedules patients for provider visits.
• Understands patient requirements, leading with empathy for individual healthcare needs.
• Asks the right questions to gain trust and a thorough understanding of individual patient needs.
• Discovers and acts on opportunities to provide the patient value, such as key information about Strive Health programming that can be a direct benefit to the patient.
• Nimbly addresses inquiries and overcome objections most associated with patients not fully understand the full value of Strive Health services in comparison to services being received.

Minimum Qualifications

• 2+ years’ of combined education, experience, or certification related to patient enrollment.
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms.
• Ability to travel and be onsite to meet business needs.
• Ability to work 10:30am – 7pm

Preferred Qualifications

• 2+ years’ experience as a high-performing enrollment associate, whether in-person or within a contact center.
• 2+ years’ demonstrated experience in building quality connections with patients, leading with empathy and mindful questions.
• 2+ years’ operating with Customer Relationships Management (CRM) systems to document well written and considerate notes.

About You

• Comfortable asking health-sensitive questions and selling healthcare services in a warm, empathetic, and caring manner.
• Growth mindset towards your personal and professional development at Strive and comfortable with and embracing change to continuously improve.
• Remains positive and keeps forward momentum when faced with challenges, spreading that attitude to others. Driven to meet and exceed goals.
• Fiercely passionate about serving patients in need of critical healthcare services. Passionate about Strive’s mission to help kidney disease patients access better care.
• The opportunity to make a patient smile or alleviate a small burden gets you out of bed in the morning. You love speaking with, and especially listening to, patients.

Hourly Range: $23.22-$26.25 *This range is inclusive of a 5% pay differential due to the alternative shift hours