Note: The job is a remote job and is open to candidates in USA. Thyme Care is a market-leading value-based oncology care enabler, dedicated to improving the experience for people with cancer. The Team Lead, Enrollment Education & Enablement will manage a team of Training Coordinators and oversee the execution of the Enrollment training program, ensuring that Enrollment Specialists are well-equipped to provide exceptional member outreach and enrollment experiences.
Responsibilities
- Manage and support a team of Training Coordinators: Provide day-to-day people management for the Training Coordinators who support Enrollment training and enablement efforts, including workload oversight, performance management, onboarding, professional development, and ongoing coaching. Serve as the first point of escalation for training operations questions, scheduling challenges, and program execution issues
- Own day-to-day execution of the Enrollment training program. Oversee the operational delivery of training programs across the Enrollment organization, ensuring training initiatives are well-organized, consistently executed, and aligned with business needs. Coordinate training calendars, facilitator assignments, materials, and learner readiness across multiple concurrent workstreams
- Lead onboarding training for new Enrollment Specialists: Oversee and support the execution of Thyme Care's Enrollment onboarding program, including two weeks of intensive classroom instruction, role-playing, systems training, and hands-on practice. Ensure new hires receive a consistent, high-quality onboarding experience that prepares them for successful member outreach and enrollment conversations
- Reinforce learning through ongoing coaching and feedback: Partner with frontline leaders, Quality, and Training Coordinators to ensure newly trained Enrollment Specialists receive effective reinforcement, feedback, and coaching after onboarding. Monitor learner progress and identify opportunities for additional support to accelerate proficiency and performance
- Identify and report on training and performance trends: Analyze training outcomes, learner feedback, quality findings, performance metrics, and coaching insights to identify patterns and opportunities for improvement. Synthesize findings into clear, actionable recommendations and share them with the Manager of Quality, Training & Enablement to inform program priorities and enhancements
- Maintain training data, reporting, and program documentation: Own the collection, organization, and maintenance of training records, attendance data, competency tracking, and program performance metrics. Maintain dashboards, trackers, and documentation that provide visibility into onboarding effectiveness, training completion, and ongoing skills development across the Enrollment organization
- Coordinate ongoing education and skills development initiatives: Support the design, delivery, and execution of continuing education programs that help Enrollment Specialists strengthen critical skills, including member outreach, trust-building, motivational communication, objection handling, and successful enrollment techniques
- Partner with Quality to drive continuous improvement: Collaborate closely with Quality partners to identify recurring performance gaps, quality trends, and coaching opportunities. Help translate quality findings into targeted education and enablement interventions that improve both individual and team performance
- Support training program evaluation and effectiveness measurement: Track training outcomes and learner performance to evaluate program effectiveness. Gather feedback from participants, leaders, and stakeholders, and use insights to recommend improvements to onboarding, coaching, and continuing education programs
- Contribute to organizational readiness and change management: Support the rollout of new processes, workflows, tools, and initiatives by coordinating training plans, communications, and learning resources. Help ensure Enrollment Specialists are prepared to successfully adopt changes that impact their work
Skills
- 5+ years of experience of education and enablement experience, with a minimum of 2 years of direct management of a Training team
- Education & Enablement experience in call center and/or healthcare settings. Experience leading training, enablement, learning and development, or workforce education programs, preferably within healthcare, healthcare services, contact center operations, or other performance-driven environments
- People management or team lead experience: you have supervised, coached, or formally managed team members and are comfortable providing feedback, managing performance, prioritizing work, and supporting professional development
- Experience delivering or overseeing onboarding programs: you have helped design, facilitate, coordinate, or operationalize training programs that successfully prepare new employees for frontline roles
- Strong training operations and program management skills: you are highly organized, can manage multiple training initiatives simultaneously, and excel at coordinating people, timelines, logistics, and deliverables
- Experience using data to improve learning outcomes: you are comfortable analyzing performance trends, training effectiveness metrics, learner feedback, and operational data to identify opportunities for improvement
- Excellent facilitation, coaching, and communication skills: you can engage learners, influence stakeholders, and communicate effectively across frontline teams and leadership audiences
- Strong partnership and collaboration skills: you build productive working relationships across operations, quality, leadership, and cross-functional teams to drive shared outcomes
- Self-directed and accountable: you proactively identify needs, drive work forward, and consistently follow through on commitments without requiring significant oversight
- Comfortable managing multiple priorities simultaneously: you balance people management responsibilities, training program oversight, operational execution, and strategic initiatives in a fast-moving environment
- Experience in healthcare navigation, care management, patient engagement, enrollment, customer success, or contact center environments
- Experience with adult learning principles, instructional design, learning management systems, or training effectiveness measurement
Benefits
- Equity
- Benefits
- Other opportunities at Thyme Care
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