Job description
We are seeking a dynamic and results driven Outreach & Enrollment Coordinator Lead to supervise and coach a high performing team of Outreach & Enrollment Coordinators. This leadership role plays a critical part in driving member engagement and enrollment across our behavioral health programs by combining performance management with strong sales and persuasive communication strategies.
As an OEC Lead, you will be responsible for overseeing daily outreach workflows, motivating your team, ensuring scripting effectiveness, and achieving individual and team-based enrollment goals.
Location: 100% Remote
Schedule: 11:00am - 7:30pm (you will work in your time zone. Some weekends as needed.
Key Responsibilities:
- Supervise and support a team of 8–12 Outreach & Enrollment Coordinators, delivering ongoing coaching, performance feedback, and real-time support.
- Ensure the team consistently meets enrollment targets by coaching on call quality, conversion strategies, objection handling, and sales-minded engagement tactics.
- Monitor and report on key performance metrics including calls per day, enrollments per worked hour, talk time percentage, and member engagement quality.
- Facilitate morning huddles, 1:1s, and team meetings that focus on motivation, accountability, and goal alignment.
- Review enrollment calls and provide feedback on scripting, rapport-building, and closing techniques to improve member conversions.
- Train new hires and provide refresher training to improve script fluency, enrollment confidence, and persuasive outreach skills.
- Partner with Program Directors, Clinical teams, and Care Extenders to ensure strong member handoffs and aligned messaging.
- Maintain detailed coaching documentation, schedule management, and support with escalated member or process issues.
Required Qualifications:
- Three years of experience managing a team of call center, behavioral health, or customer service professionals.
- Prior experience as an Outreach & Enrollment Coordinator or in a similar role that required high-volume outreach and goal-driven member engagement.
- Demonstrated sales experience with a proven ability to persuade, convert, and handle objections in a call-based or face-to-face setting.
- Strong track record of meeting or exceeding performance targets, including call volume and enrollment quotas.
- Experience in coaching or mentoring peers, with the ability to motivate and hold others accountable in a supportive, team-focused manner.
- Excellent written and verbal communication skills with high emotional intelligence.
- Proficiency in Google Workspace (Docs, Sheets, Chat) and experience navigating CRM or EMR systems.
- Strong organizational skills and attention to detail in managing individual and team-level responsibilities.
- Strong data entry experience.
Preferred Qualifications:
- Leadership or supervisory experience in outreach, enrollment, customer service, or sales environments.
- Familiarity with Mindoula programs and scripting expectations.
- Bilingual (Spanish or other languages) is a plus.
- BA in Business Administration, Social Work, Communications, Marketing or similar field.
- Experience working with high-risk, complex adults.
- Crisis Intervention Training / Crisis Training.
Comprehensive Benefits Package includes:
- Medical, Dental and Vision Insurance
- Supplemental Life Insurance
- Short Term and Long Term Insurance paid by Mindoula
- 401k, with a company match
- 3 weeks paid vacation each year, 4 mental wellness days and 11 holidays
- Parental Leave: 8 weeks of paid parental leave
- Personal Development Program: $500 credit reimbursement per calendar year
