Enrollment Manager

Role Overview

The Enrollment Manager is responsible for leading, developing, and performance-managing a team of Enrollment Specialists while maintaining a limited personal enrollment caseload. This is a player–coach role designed to ensure both operational excellence and a consistently high-quality caregiver experience.

This leader is accountable not only for team productivity and conversion outcomes, but also for coaching effectiveness, team engagement, and the overall quality of enrollment conversations.

Key Responsibilities & Success Metrics

1. Team Performance Leadership

Accountable for team outcomes, not just oversight.

Quantitative Expectations

• Achieve and sustain team enrollment targets (weekly/monthly volume goals)

• Drive target conversion rates from contact → agree → enrollment

• Improve call-to-enrollment efficiency over time

• Maintain high documentation accuracy and compliance standards

• Reduce enrollment fall-off rates and incomplete cases

Qualitative Expectations

• Create a culture of ownership and accountability

• Provide consistent, structured coaching (call reviews, skill development sessions)

• Address performance issues promptly and constructively

• Develop team members’ confidence, clarity, and empathy on calls

• Foster psychological safety while maintaining performance standards

2. Coaching & Development

Primary responsibility: grow people.

Quantitative Expectations

• Conduct regular 1:1s with each team member (weekly or biweekly)

• Complete structured call evaluations per team member per month

• Track individual improvement trends in conversion and quality metrics

• Support onboarding ramp-up timelines for new hires

Qualitative Expectations

• Deliver direct, actionable, behavior-based feedback

• Identify skill gaps and create development plans

• Model calm, solution-oriented leadership

• Recognize and reinforce high-performance behaviors

• Maintain high team engagement and morale

3. Individual Enrollment Contribution (Player–Coach)

The Enrollment Manager maintains a limited caseload to stay connected to real caregiver conversations and model best practices.

Quantitative Expectations

• Carry a defined reduced enrollment quota

• Maintain target personal conversion rate

• Demonstrate high-quality documentation standards

Qualitative Expectations

• Model empathy, clarity, and professionalism in enrollment calls

• Handle complex or escalated caregiver cases

• Demonstrate script mastery and conversational adaptability

• Share best practices and call examples with the team

4. Operational Excellence & Continuous Improvement

Quantitative Expectations

• Monitor dashboard metrics daily/weekly

• Identify trends impacting team performance

• Partner with leadership to test workflow improvements

• Contribute to process optimization initiatives

Qualitative Expectations

• Communicate risks early

• Surface system friction or workflow barriers

• Think strategically about scaling enrollment operations

• Balance urgency with accuracy and quality

Core Competencies

• Performance-driven leadership

• Coaching and talent development

• Data fluency and KPI management

• High emotional intelligence

• Structured communication

• Accountability and follow-through

• Change leadership

Ideal Experience

• 3–5+ years in enrollment, admissions, inside sales, or member engagement

• Prior leadership or team lead experience

• Demonstrated success improving conversion or team performance

• Experience working in metric-driven environments

• Healthcare or caregiving experience preferred