Enrollment Operations Manager

Enrollment Operations Manager

Remote

Virta Health is on a mission to transform diabetes care and reverse the type 2 diabetes epidemic. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes. Virta is changing this by helping people reverse type 2 diabetes through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and live diabetes-free. Join us on our mission to reverse diabetes in 100M people by 2025.

Enrollment Advisors at Virta work with prospective patients to help them take their first steps towards reversing metabolic disease using our high quality remote care, personalized nutrition, and lifestyle recommendations.

As an Enrollment Operations Manager, you are responsible for managing a team of EAs that are supporting our prospective patients. You’ll do things like:

• Lead a team of enrollment advisors to positively impact our #1 company KPI – Activation (simply put – what % of eligible folks we get signed up for treatment)
• Deeply understand our applicants and how Virta works, taking a “patient-centered” approach to improve our enrollment processes
• Identify opportunities to improve applicant experience and conversion rate; proactively suggesting and implementing solutions to roadblocks or frictions
• Leverage comfort and skill with data to unlock insights related to teammate, customer, and product performance

Responsibilities

• Own the performance, outcomes, and satisfaction of a team or teams of enrollment advisors, who positively impact Activation results by engaging with applicants when and however it suits them
• Work cross functionally with our Product teams to understand & drive insights about applicant behavior that help us scale our impact
• Manage capacity of your team and be able to flex to meet demand
• Effectively prioritize near term outcomes and build for long term scale
• Recruit, hire and onboard new teammates efficiently and effectively, maintaining a high standard of team performance

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

Understand the Applicant

• How do applicants experience Virta while submitting an application? What role do enrollment advisors (focused on intake call and/or support) play in the journey, and how can we improve the human touchpoints?
• When do applicants become discouraged within the process and how can we improve those experiences?
• How do choices made during the application and/or enrollment processes impact key Patient metrics down the road, such as starting dietary changes and 6mo retention?

Understand the Enrollment Advisor

• What makes an effective enrollment advisor? How do we coach the whole team up to the level of our top performers?
• What motivates our teammates and how do we make sure everyone is motivated towards excellence in the job while maintaining satisfaction?
• How do we effectively leverage incentive compensation to reinforce the performance of teammates to achieve our Activation goals and any other relevant company KPI?

Understand the Business

• What are our B2B customers looking for when it comes to Activation?
• How does our work ladder up to company-wide KPIs?
• What other groups depend on our results, and how can we better collaborate with them to win together?

Lead the team

• Understand your teammates’ professional motivations, performance strengths and opportunity areas, and work effectively with them to drive performance

Must-Haves

• 3+ years of experience managing teams of at least 7 people (12+ preferred)
• Demonstrated ability to think critically and use data to glean insights about team and business performance
• Ability to empathize with applicants and engage directly on occasion (i.e. when covering for a team member or following up with an applicant)
• Demonstrated ability leading through change in a fast-growing company (>100% YoY)
• Experience leveraging technology to solve operational problems and build scale while maintaining and emphasizing the strengths of human operators
• Strong and effective communication skills, with the ability to quickly understand complex issues and problem solve cross-functionally
• Attention to detail, especially related to managing personnel and workflows
• Experience managing teammates in customer-facing roles, including part time & full time employees (inside sales experience nice-to-have)

Nice to haves:

• Experience with outbound call center management, preferably in digital health
• Experience in sales, advisor/coach, or customer service roles in digital health

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally
• You have a strong sense of ownership and take initiative while empowering others to do the same
• You prioritize positive impact over busy work
• You have no ego and understand that everyone has something to bring to the table regardless of experience
• You appreciate transparency and promote trust and empowerment through open access of information
• You are evidence-based and prioritize data and science over seniority or dogma
• You take risks and rapidly iterate

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta’s security and privacy procedures to ensure our patients’ information remains strictly confidential. Security and privacy training will be provided.

For this role the compensation range for candidates in Colorado is $67,575 – $77,711; information about Virta’s benefits is on our careers page at: https://www.virtahealth.com/careers.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. Virta has a location based compensation structure; there may be a different range for candidates in other locations.