Patient Enrollment Specialist

Patient Enrollment Specialist

About Us

Helpware is a technology-driven company with offices in the USA Ukraine Mexico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams innovative solutions and technologies.

Position Overview:

The Patient Enrollment Specialist owns the very top of our clients patient funnel converting patients who have already been identified as eligible (via a partner practice roster) into registered patients. This is an outbound sales role: the Specialist calls patients who have received an introductory letter and physician email delivers the clients value proposition overcomes hesitation or skepticism and secures the patients agreement and consent to enroll. Once a patient agrees to enroll the Enrollment Specialist completes required intake fields in the CRM and hands the patient off to the Patient Onboarding Specialist / PMC team who take the patient from Registered through to Active status.

This role is distinct from and precedes the Patient Onboarding Specialist role: Enrollment owns not yet a patient through registered while Onboarding owns registered through Active. Success in this role is measured primarily as a sales/conversion function: dials connects and roster-to-registration conversion rate.

Key Responsibilities:

Outbound Dialing & Lead Coverage

• Work assigned prioritized segments of the eligibility roster provided by the client (e.g. by partner practice payer or priority tier).

• Call patients following the standard sequence of prior touchpoints (introductory letter physician email etc.).

• Follow the defined call cadence and maximum attempt policy per patient before a record is marked exhausted (cadence to be finalized jointly with the client see Open Items).

• Leave approved compliant voicemails when a patient is not reached.

Sales Conversation & Enrollment Conversion

• Deliver the clients value proposition using client-approved scripting and talking points (see Scripts & Talking Points below).

• Identify the patients specific hesitation or objection and respond using the approved rebuttal framework rather than moving on at the first no.

• Verify basic eligibility details on the call (Medicare coverage 5 med count partner practice/physician etc.) and correct any outdated roster data.

• Secure the patients electronic consent to enroll and capture all required intake fields accurately in the CRM.

• Set expectations for what happens next that a clients Onboarding Specialist will follow up to complete registration and arrange their reporting method.

Cross-Functional Communication

• Hand off every enrolled patient cleanly to the Onboarding Specialist queue in the CRM with complete notes.

• Flag data-quality issues on the roster (wrong or disconnected numbers deceased moved already enrolled ineligible do-not-call requests) back to the client promptly.

• Escalate complex objections eligibility questions or payer/coverage concerns to the appropriate internal client contact.

• Participate in recurring enrollment pipeline and performance review meetings to report on dials connects conversion rate and common objections encountered.

Compliance & Documentation

• Maintain accurate complete CRM records and disposition codes for every call attempt.

• Follow HIPAA guidelines and clients data-handling standards on every call including identity verification before discussing any patient-specific information.

• Honor do-not-call requests immediately and document them in the CRM.

• Use approved patient-centered language in every call emphasizing independence convenience and care-team support. Per the clients copy guidelines avoid clinical or paternalistic framing such as managing device compliance or tracking in patient-facing conversation.

What Success Looks Like:

• High connect rate on outbound dials against the assigned eligibility roster.

• Strong roster-to-registration conversion rate the percentage of reached eligible patients who agree to enroll.

• Effective compliant objection handling that converts hesitant not right now patients rather than losing them on the first call.

• Clean complete CRM documentation and call disposition on every dial (Registered / No Answer / Left Voicemail / Call Back / Declined (With Reason) / Not Eligible / Other).

• Accurate verified intake data handed off to the Onboarding team no rework caused by incomplete or incorrect information.

• Ongoing feedback to the clients roster and list quality (wrong numbers deceased moved already enrolled ineligible) to keep the pipeline clean.

Qualifications:

• Prior experience in outbound telesales telemarketing or phone-based enrollment healthcare insurance or Medicare-related sales strongly preferred.

• Demonstrated ability to work and convert a cold outbound list at volume using a dialer or manual calling.

• Experience selling to or supporting the Medicare-age (65) demographic; patience and clear unhurried communication with older or hard-of-hearing callers.

• Strong objection-handling and rebuttal skills comfortable navigating skepticism distrust of unsolicited calls no interest or need to ask my family/doctor first responses without being pushy.

• Working understanding of (or ability to quickly learn) Medicare Part B vs. Medicare Advantage basics RTM/RPM program structure and how the client fits into a patients existing care.

• Excellent verbal communication and active listening; ability to build trust and credibility with a stranger in the first 30 seconds of a call.

• Comfortable with high call volume and repetitive outbound dialing across multiple list segments/tiers in a single shift.

• CRM or dialer platform experience; comfortable learning the clients systems and call disposition workflow.

• Basic familiarity with HIPAA and comfort following scripted compliance language (verifying identity documenting consent etc.)

Preferred Experience & Skills:

• 6 months to 1 year of experience in outbound sales telemarketing telesales healthcare/patient enrollment member services or phone-based customer acquisition preferred.

• Typing speed of at least 40 WPM.

• Ability to multitask effectively and work in a fast-paced environment.

• English proficiency at the C1 level.

• Excellent written and verbal communication skills.

• Strong attention to detail and accuracy.

• Comfortable using basic computer applications and learning new technology and platforms.

• Experience with CRM dialer call-center EMR/EHR or patient management systems; Salesforce HubSpot Five9 or Outreach is a plus.

• Basic understanding of HIPAA patient privacy and consent requirements or willingness to learn and follow applicable guidelines.