Enrollment Specialist

About Carewell

Carewell is a mission-led company focused on trusted caregiving support for individuals and families. Through Carewell Family Services, it goes beyond products to offer person-centered care navigation, coordination, and advocacy that addresses both medical and social needs. The work emphasizes compliance, scalable operations, and a high-quality patient experience in partnership with clinicians and community resources.

About the Role

This is an early-stage opportunity to help shape a growing care navigation program. As an Enrollment Specialist, you will be the first live contact for patients, setting the tone for the program and encouraging participation. The role calls for a warm, persistent communicator who can connect with older adults, explain the program clearly, address hesitation, and convert outreach into successful enrollment.

The environment is evolving, and processes, priorities, and workflows may change as the program develops. This role suits someone who is comfortable helping define how things should work, offering feedback, and building solutions as the operation scales.

Patient Outreach and Enrollment

• Work through a structured referral queue and complete outbound calls to potential participants with consistency and professionalism.
• Explain the program in simple, accessible language, highlighting practical benefits without clinical jargon.
• Develop trust with older adults, including people who are uncertain, skeptical, or hard to reach.
• Respond to objections with confidence, empathy, and patience.
• Collect all required verbal consents one by one and in the correct order; scheduling cannot move forward until compliance steps are complete.
• Capture required patient details during the call and enter them accurately into the relevant systems in real time.
• Complete the clinical intake questionnaire for patients who choose to enroll.
• Arrange the patient's first clinical appointment after enrollment is confirmed.

Documentation and Compliance

• Record call details and required information during the conversation or immediately after it ends.
• Follow consent and compliance requirements exactly, even when call volume is high or time is limited.
• Keep program records complete, accurate, and up to date across all systems.
• Use coaching, QA feedback, and performance reviews constructively as part of ongoing improvement.

Performance Metrics

• Daily outreach volume, including calls placed and contacts reached.
• Contact rate, or the share of outreach attempts that result in a live conversation.
• Average number of attempts needed before reaching a patient.
• Enrollment rate, measuring how many contacted patients consent and leave with a same-call appointment scheduled.
• Appointment show rate, which reflects how many enrolled patients complete their first clinical visit.
• Re-engagement rate for patients who were initially unreachable or hesitant.
• Documentation accuracy and timeliness, measured by complete same-day call records.
• Call quality score based on coaching and QA review of compliance, rapport, plain-language communication, and objection handling.

Location and Schedule

This role is based in Alberta, Canada and is fully remote. Candidates must be available to work Saturday through Wednesday, 9:00 am to 6:00 pm EST.

Required Qualifications

• Must live in Alberta, Canada.
• Must already have authorization to work in Canada without sponsorship.
• Must be fully available to work Saturday-Wednesday, 9am-6pm EST.
• Must hold an active Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA) credential from a nationally recognized certifying body.
• Must bring remote work experience with evidence of self-directed performance.
• At least 1 year of patient-facing healthcare experience in enrollment, medical front office, senior care, or value-based care settings.
• Experience with outbound sales, conversion, or telephone-based outreach.
• Demonstrated ability to handle objections and close in a high-volume calling environment.
• Ability to keep energy, warmth, and professionalism steady throughout a full day of back-to-back calls.
• Comfort in speaking with older adults, including those who are cautious or difficult to engage.
• Ability to work across multiple systems at once during live calls.
• Strong respect for compliance processes and an unwillingness to bypass required steps under pressure.
• Performance-driven mindset with the ability to track outcomes and follow through independently.
• High school diploma or equivalent required; associate's or bachelor's degree is preferred.
• Builder mindset, with the ability to identify gaps, create solutions, and document processes for others to use.
• Adaptability and comfort working in a fast-changing, ambiguous environment.
• Strong comfort using technology and entering documentation in real time while speaking with patients.
• Resourceful problem-solving approach and willingness to act without ideal conditions.
• Low-ego, high-output working style suited to both detail work and strategic conversations.

Preferred Qualifications

• Experience working with Medicare-enrolled or older adult populations.
• Familiarity with EHR, referral management, or care coordination tools.
• Bilingual ability, such as Spanish or another language relevant to the target population.

Why This Role

• Opportunity to help build the program from the ground up and influence how it grows.
• Close collaboration with program leadership, with your insights carrying real weight.
• Meaningful, mission-driven work that directly affects patient outcomes.
• Competitive pay with advancement potential as the program expands.

Compensation and Benefits

• Competitive hourly pay with eligibility for a monthly performance bonus.
• Fully remote role with no travel required.
• Two weeks of accrued vacation each year.
• Holiday pay for statutory holidays, plus premium pay for holiday hours worked.