Position Overview
Ceresti Health is seeking motivated and compassionate Enrollment Specialists to serve as the first point of connection for family caregivers eligible for Ceresti’s Caregiver Support Program. This role blends outbound caregiver engagement, program education, and enrollment coordination to help families access critical support during some of the most challenging moments of their caregiving journey.
Enrollment Specialists play a vital role in ensuring caregivers understand the program, feel supported in their decision, and are successfully enrolled to begin receiving services. This is not a traditional sales role — it is a mission-driven enrollment role grounded in empathy, clarity, and follow-through, with clear performance expectations.
Quantitative Performance Expectations
Enrollment Specialists are measured on objective, clearly defined metrics, including:
- Outbound call volume and caregiver contact rate
- Enrollment agreements (“Agrees”) and completed enrollments
- Conversion rates from contact to enrollment
- Documentation accuracy and CRM hygiene
- Timeliness of follow-up and handoffs to downstream teams
Success requires balancing productivity, quality conversations, and caregiver experience.
Why This Role Matters
For many families, the Enrollment Specialist is their first human interaction with Ceresti. Caregivers often reach us feeling overwhelmed, unsure, or skeptical. The way enrollment conversations are handled directly impacts caregiver trust, program engagement, and long-term outcomes.
Enrollment Specialists are not just enrolling participants — they are opening the door to support, education, and relief for families navigating dementia care.
Key Responsibilities
Caregiver Outreach & Engagement
- Initiate outbound calls to eligible family caregivers to introduce Ceresti’s Caregiver Support Program.
- Conduct thoughtful, respectful conversations that assess caregiver needs and readiness.
- Clearly explain the program’s purpose, benefits, and expectations in caregiver-friendly language.
- Balance empathy with confidence to guide caregivers toward informed enrollment decisions.
Enrollment & Workflow Management
- Secure caregiver agreement to enroll and guide them through next steps.
- Accurately document all interactions, outcomes, and notes in Ceresti’s CRM and enrollment systems.
- Manage assigned leads and follow-up queues to ensure timely outreach and resolution.
- Coordinate handoffs to coaches, operations, or support teams as needed.
Quality, Compliance & Collaboration
- Maintain compliance with HIPAA and internal privacy standards.
- Participate in team huddles, training sessions, and performance reviews.
- Share insights from caregiver conversations to improve scripts, workflows, and enrollment strategies.
- Support continuous improvement initiatives related to caregiver experience and enrollment efficiency.
Required Qualifications
- Fluency in English.
- Eligibility to work in the U.S.
- Ability to work independently in a fully remote environment.
- Comfort conducting frequent phone-based conversations.
- Strong attention to detail and documentation accuracy.
Preferred Qualifications
- Experience in enrollment, inside sales, outreach, or customer engagement roles.
- Familiarity with caregiving, healthcare, or dementia-related challenges (professional or personal).
- Experience using CRM systems to log calls, notes, and outcomes.
- Ability to adapt messaging based on caregiver emotional state and readiness.
- Experience working in HIPAA-compliant or regulated environments.
- Comfort learning and navigating new technology platforms (Mac/iOS preferred).
Skills & Attributes
- Empathetic, patient, and emotionally intelligent.
- Confident, clear communicator who can build trust quickly.
- Results-oriented while maintaining caregiver dignity and respect.
- Organized, reliable, and consistent with follow-up.
- Resilient and able to handle rejection without losing compassion.
- Thrives in a fast-paced, evolving environment.
Job Details
- Job Type: Full-time
- Compensation: Competitive hourly rate with performance-based incentives
- Location: Remote (ability to support caregivers across multiple time zones preferred)
- Schedule: Monday–Friday (some flexibility and weekend availability may be required during high-volume periods)
Benefits
- Health, dental, and vision insurance
- Paid time off (PTO)
- Fully remote work environment
- Mission-driven, collaborative team culture
- Ongoing training and professional development
- Opportunity to grow into senior enrollment, training, or operational roles
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