Manager, Enrollment Specialist

Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. Form Health provides high-quality expert care and leverages technology to enhance the patient experience. All Form Health patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect. 

Founded in 2019, Form Health is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together. 

About the Role:

We are seeking a Manager, Enrollment Specialist who will be responsible for leading and developing a high-performing team that supports patients with all steps of the onboarding journey. This role is critical to ensuring our new patients have a seamless and positive experience as they begin their journey with Form Health. The Manager will oversee the efficient and accurate completion of all onboarding steps, manage our inbound phone operations, manage our records collection process, drive process improvement initiatives to enhance patient readiness and operational flow, and utilize key metrics and trends to inform strategic decisions. This manager will also work with and expand our use of AI tools to help streamline operations. This will be a full-time, remote opportunity, reporting to the Director of Patient Services, but working closely with Patient Services and Product leadership along with other teams.

What You Will Do:

• Operational Oversight: Oversee the daily operations of the Enrollment Specialist team, including planning daily team coverage for various tasks, managing workload distribution, ensuring timely completion of tasks, ensuring coverage for our phone lines, and providing immediate support for complex patient issues or process challenges. 
• Onboarding Process Management: Ensure the efficient and accurate execution of all new patient onboarding processes, including:
• Effective management of incoming communications (chats, emails, phone calls) related to enrollment.
• Coordinating medical records requests and records follow-up to drive turnaround times in < 3 business days.
• Strategic execution of patient outreach to drive onboarding completion.
• Team Leadership & Development: Lead, coach, and develop a team of Enrollment Specialists, providing ongoing performance feedback, conducting regular one-on-one meetings, and completing annual performance evaluations to ensure high-quality service and productivity.
• Process Improvement & Efficiency: 
• Initially focus on revamping and improving our records collection workflow.
• Proactively identify, implement, and drive continuous process improvement initiatives to enhance team efficiency, reduce patient onboarding time, and elevate overall patient satisfaction during the enrollment phase.
• Escalation Management: Manage and resolve escalated patient issues related to enrollment or onboarding, ensuring empathetic communication and effective problem resolution.
• Data-Driven Decision Making: Monitor, analyze, and report on key performance indicators (KPIs) and trends specific to enrollment processes (e.g., turnaround time, completion rates, contact metrics) to identify areas for improvement, optimize workflows, and make informed strategic decisions.
• Cross-Functional Collaboration: Partner effectively with cross-functional teams (e.g., Product, Engineering, Marketing, Clinical Leadership, Learning & Development) to provide feedback on operational tools, create relevant training materials, coordinate clinical support for non-clinical tasks, and improve the overall patient experience.
• Training & Quality Assurance: Assist with the development of training materials and lead the orientation of new Enrollment Specialists, fostering a culture of continuous learning and high performance.
• Special Projects: Contribute to and lead special projects as directed by leadership, particularly those focused on scaling enrollment operations and improving patient access.

About You

• 5+ years of experience in a healthcare setting, with at least 3+ years of experience in a supervisory or management role, within patient enrollment, customer service operations, and medical records management.
• Proven experience in successfully managing and developing teams to achieve high performance and deliver excellent customer service.
• A strong understanding of patient enrollment processes, medical practice operations, insurance verification, and professionalism standards within a healthcare context.
• Exceptional verbal and written communication skills, with the ability to effectively lead a team, communicate complex information, and foster strong internal and external relationships.
• Highly organized, with strong judgment and prioritization skills. Proven ability to oversee multiple complex tasks, manage team workload, and effectively meet operational deadlines.
• Proficient computer skills and a metrics-driven mindset, comfortable with analyzing data and adapting to evolving, custom-built IT systems, electronic health records (EHRs), and communication platforms (e.g., Slack, Google Workspace).
• Demonstrated experience in driving process improvement initiatives and managing patient escalations.
• A passion for helping patients and a deep commitment to providing outstanding support during the critical initial stages of their healthcare journey.
• Experience in a telemedicine or virtual care environment is a strong plus.

More about Form Health’s benefits:

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision) 
• 401k program
• Flexible work schedules and paid time off
• Paid parental leave

Form Health’s commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.