The posting
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 client's 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 client's value proposition, overcomes hesitation or skepticism, and secures the patient's 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 client's value proposition using client-approved scripting and talking points (see Scripts & Talking Points below).
- Identify the patient's 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 and correct any outdated roster data.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 patient's electronic consent to enroll, and capture all required intake fields accurately in the CRM.
- Set expectations for what happens next — that a client's 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 client's 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 client's 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 client's 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 patient's 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 client’s 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.
