Enrollment Operations Lead
: Job Details :

Are you ready to join Connecticut Innovations vibrant community of innovators? Connecticut Innovations (CI) is Connecticuts strategic venture capital arm, and we are passionate about serving our portfolio of 220+ companies across various industries, with strengths in life sciences, technology, and climate tech.

Come join one of our quickly growing portfolio companies, NourishedRx, NourishedRx.

About NourishedRx

NourishedRx is on a mission to eradicate poor diet and nutrition insecurity as top drivers of death, disease and disparities. Founded in 2019, NourishedRx is a digital health and nutrition company that helps people live healthier lives. Leveraging the healing and connective power of food, NourishedRx partners with healthcare organizations to nourish their most vulnerable members, build healthy relationships, and support health equity.

NourishedRx is a venture-backed company that has recently completed its Series A funding round, is now seeking to expand its team. We are a passionate team of healthcare professionals, food entrepreneurs, business executives and experienced product management united by our belief that nutritious food and health education are strong determinants of good health and a life well-lived. We have successfully launched multiple programs in collaboration with major health plans nationwide.

Poor diet is the top driver of death, disease and disparities in the US, and the relationship between diet and health is worsening at an alarming rate. 90% of US adults don't get enough fruits and vegetables, 74% of Americans have overweight or obesity (more than triple the rate in 1960), 93% of US adults have poor cardiometabolic health, and 17 million US households are food insecure. These trends are heightened with racial and ethnic minority groups, contributing to health and economic disparities. Since 2019, NourishedRx has partnered with healthcare organizations to nourish their most vulnerable members, build healthy relationships, and support health equity.

Join us in revolutionizing healthcare through food.

Enrollment Operations Lead

We are seeking a motivated and experienced Enrollment Operations Lead to lead our dynamic team of Wellness Associates within our business operations team, reporting into the VP of Operations. The ideal candidate will be responsible for managing day-to-day team operations, ensuring exceptional service quality, and driving team performance to meet and exceed productivity goals. The Enrollment Operations Lead will supervise, mentor, and motivate team members while holding team members accountable for reaching daily, weekly, and monthly targets. They will also work closely with management to implement strategies to enhance efficiency, quality and customer satisfaction. This role requires a proactive leader who can drive performance, accountability, and foster a positive work environment.

Responsibilities:

Leadership & Management:

• Supervise and mentor a team of inbound and outbound call center agents to ensure consistent achievement of individual and team performance goals. - including managing schedules and capacity forecasting.
• Master and maintain up to date program procedures and workflows to consistently deliver exceptional service to members.
• Hold team members accountable for meeting productivity goals through regular performance reviews, coaching sessions, and feedback.

Performance Monitoring:

• Establish clear, achievable daily, weekly, and monthly productivity targets for the team, and continuously monitor progress.
• Build tools and reports for ongoing tracking and analyzing key performance indicators (KPIs) to identify areas for improvement
• Implement action plans for underperforming team members.

Training & Development:

• Provide ongoing training and professional development opportunities to enhance team skills and knowledge.
• Develop and implement training programs to enhance team skills and knowledge.

Quality Assurance:

• Ensure high levels of customer satisfaction by monitoring call quality and implementing best practices for customer interactions.
• Ensure compliance with all regulatory requirements, and company procedures and policies.

Problem-Solving:

• Address and resolve escalated member issues promptly and effectively, ensuring a positive outcome.

Reporting:

• Prepare and maintain detailed reports on team performance, productivity, and operational metrics for senior management review.

Collaboration:

• Work closely with the clinical operations team and the member marketing team, and other departments as necessary, to streamline processes and improve overall service delivery.
• Work closely with marketing to align sales and enrollment strategies with overall business goals.

Qualifications:

Education:

• Bachelors degree in Business Administration, Health Administration, Management, or related field preferred.

Experience:

• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or leadership role.

Skills:

• Proven experience as a Call Center Supervisor or in a similar supervisory role within a customer support environment.
• Strong leadership and team management abilities.
• Ability to motivate and inspire a team to achieve high performance.
• Excellent communication and interpersonal skills.
• Proficiency in call center software, CRM systems, and performance analytics tools.
• Strong problem-solving skills with a proactive mindset and conflict resolution skills.
• Ability to work in a fast-paced, high-pressure environment.

Why Join the NourishedRX Team?

• Receive a competitive salary and benefits package, including medical, dental and vision.
• Work alongside a venture backed mission-driven team, making a real difference in the lives of people around the world.
• Partner with a leadership team with deep sector experience across healthcare, technology, food, and nutrition from Oxford, UnitedHealthcare, Solera, Optum and more.
• Assist in building the ONLY platform that has been purpose-built to support socially vulnerable health plan members and patients, who have diet-related disease, obesity, and/or pregnancy.
• Learn, grow, and contribute to the success of a dynamic and innovative startup company with opportunities for ownership and company growth.

EQUAL OPPORTUNITY EMPLOYER

NourishedRx is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.