New Member Specialist Manager

At the forefront of health tech innovation, CopilotIQ+Biofourmis is transforming in-home care with the industry's first AI-driven platform that supports individuals through every stage of their health journey-from pre-surgical optimization to acute, post-acute and chronic care. We are helping people live healthier, longer lives by bringing personalized, proactive care directly into their homes. With CopilotIQ's commitment to enhancing the lives of seniors with chronic conditions and Biofourmis' advanced data-driven insights and virtual care solutions, we're setting a new standard in accessible healthcare. If you're passionate about driving real change in healthcare, join the CopilotIQ+Biofourmis Team!

What is the New Member Specialist Manager role?

We are seeking a results-driven Manager, New Member Enrollment to lead a team of remote enrollment specialists responsible for engaging eligible members and enrolling them into our chronic care programs. This role is responsible for driving daily production, coaching to conversion, reinforcing tactical word tracks, and ensuring the team consistently meets performance expectations.

The ideal candidate brings strong people leadership, call center management, and performance coaching experience. This person must be comfortable managing a highly tactical, metric-driven team focused on high outbound call activity, conversion outcomes, quality, and compliance.

This is a remote, work-from-home leadership role operating Monday through Friday.

What you’ll be doing:

Lead, coach, and develop a team of New Member Specialists responsible for outbound enrollment into chronic care programs

Drive daily team performance across call volume, conversion rates, enrollments, quality, attendance, and documentation

Manage team expectations around outbound productivity, including high-volume daily call activity and enrollment targets

Monitor individual and team performance to ensure goals are consistently achieved

Coach representatives on tactical word tracks, objection handling, call control, and enrollment effectiveness

Listen to calls and provide real-time and scheduled feedback to improve performance

Reinforce compliant, approved messaging and ensure a consistent member experience across the team

Use reporting and dashboards to identify trends, performance gaps, and coaching opportunities

Hold team members accountable to productivity, quality, schedule adherence, and follow-up expectations

Partner with training and leadership to support onboarding and ramp of new hires

Help refine scripts, workflows, and team processes to improve contact rates, enrollment rates, and member experience

Manage daily staffing needs, schedule adherence, and escalation support

Support live issue resolution for member concerns, team questions, and workflow challenges

Ensure accurate use of CRM, dialer, and internal systems for documentation and reporting

Deliver regular updates to leadership on team performance, risks, trends, and recommended actions

Foster a positive, accountable, and high-performance remote team culture

What you’ll bring:

Bachelor’s degree preferred; equivalent professional experience considered

4+ years of experience leading call center, inside sales, enrollment, member outreach, or customer engagement teams

Experience managing remote teams in a high-volume, performance-driven environment

Proven success coaching frontline teams to hit daily production and conversion goals

Strong experience with outbound calling environments, including activity management and performance accountability

Ability to coach tactical word tracks, objection handling, and member-facing conversations

Strong understanding of call quality, productivity metrics, and conversion management

Excellent leadership, communication, and coaching skills

Strong organizational skills with the ability to manage multiple people, priorities, and performance levers at once

Comfortable using CRM, dialer, reporting, and workforce management tools

Experience in healthcare, health plans, chronic care, remote patient monitoring, patient outreach, or member enrollment is strongly preferred

Ability to work independently and lead effectively in a remote environment