Job Description
About Carewell Carewell is a category-defining business dedicated to providing trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address both medical and social needs. Our approach emphasizes compliance, scalability, and high-quality patient experiences while working in close partnership with clinicians and community resources to support better outcomes. About the Role This is a ground-floor opportunity to join a growing care navigation program at a moment when your contribution will directly shape how it scales. As an Enrollment Specialist, you are the first human voice a patient hears — and your job is to make that call count. You will introduce patients to a program designed to support their health and everyday needs, earn their trust, navigate their questions and hesitations, and secure their participation. This is an elevated, patient-centered outreach role in a healthcare context. The right person brings warmth and persistence in equal measure, is energized by meaningful conversations with older adults, and understands that a successful enrollment isn't measured by a verbal yes — it's measured by a patient who shows up. This program is early-stage, and this role is being built in real time. Processes will evolve, priorities will shift, and some days the answer to "how do we do this?" will be "let's figure it out together." If that sounds frustrating, this isn't the right fit. If that sounds like an opportunity, keep reading. We’ll be looking for a partner that can provide feedback and help us shape the program as it evolves. What You'll Do Patient Outreach & Enrollment Conduct outbound outreach to prospective program participants, working a structured referral queue with consistency and professionalism Introduce the program using plain, patient-centered language — communicating tangible benefits without clinical jargon or unnecessary complexity Build rapport with older adults, including those who may be skeptical, confused, or reluctant Proactively address common concerns and objections with warmth and confidence Obtain all required verbal consents individually and in sequence — consent documentation is a hard compliance gate; no scheduling proceeds without it Gather required patient information during the outreach call and record it accurately in real time across applicable systems Schedule the patient's initiating clinical appointment on the same call if they wish to enroll — this is a compliance requirement, not a preference, and cannot be deferred to a follow-up. Explain the appointment format clearly and document patient preferences as required Documentation & Compliance Document all required information in real time during and immediately following each call Follow all consent and compliance procedures without exception — consent gates apply regardless of volume pressure or time constraints Log all outreach attempts, outcomes, and relevant patient details in program systems consistently and accurately Respond constructively to quality review, call coaching, and performance feedback — structured coaching is a regular part of this role KPI’s You’ll Drive Outreach attempts per day — number of calls and contacts made Contact rate — % of outreach attempts that result in a live conversation with the patient Attempts to contact — average number of touches required to reach a patient Enrollment rate — % of contacted patients who consent and are enrolled with a same-call appointment booked E/M show rate — % of enrolled patients who complete their initiating clinical appointment; this is the true measure of a successful enrollment Re-engagement Rate — % of initially unreachable or hesitant patients successfully converted after follow-up outreach Documentation accuracy & timeliness — % of calls with complete, same-day documentation Call quality score — from structured coaching and QA reviews; measures compliance gate adherence, rapport, plain language use, and objection handling Who You Are Required Proven outbound sales, conversion, or telephonic outreach experience Track record of objection handling and closing in a high-volume call environment Ability to sustain energy, warmth, and professionalism across a full day of back-to-back calls Comfortable and effective engaging with older adults, including those who are skeptical or hard to reach Able to navigate multiple systems simultaneously during a live call — multi-screen proficiency required Compliance-oriented — you understand that