At Givers we believe in a future in which family members can sustainably care for one another. We enroll, support, and pay family caregivers through Medicaid programs. We're venture-backed with a mind for growth and a heart for good-we've raised $3.6M from CRV, Able Partners, AARP, and a number of leaders in the space.
Job Description
Have you built a CRM from the ground up? Have you stood up a customer success function? Do you thrive in the weeds of managing many ongoing cases AND at the 30k foot view of the strategy? Have you succeeded in a rapidly growing healthtech company?
We've got these foundations set up, and we're looking for someone who understands from first principles how to take it to the next level. You will start by leading our enrollment function, driving family caregivers through the pipeline to get approved for our program. Within 12 months you will hire an Enrollment Manager to take over the process. You will also provide your CS lens to the support our Care Coaches provide. Don't be afraid if you don't know about Medicaid-you just need a learner's mindset!
The ideal candidate will have an innate drive to build process/tooling and monitor data, an unrelenting attention to detail, and love for assisting people in need. You must be excited about starting the job in the weeds and staying in the details even as your team grows.
Responsibilities
Enrollment Coordination and Ownership: Manage the success of our caregivers through the journey of enrolling in paid caregiving programs. Follow up regularly with them and their state-appointed case managers to keep the process moving smoothly and all updates documented. Eventually manage colleagues who run the day-to-day.
System Ownership: Speed of service is what we're known for. We leverage a highly efficient CRM system. You'll be in charge of keeping it up to date, plus if you find a repetitive task or bottleneck, you will be encouraged to automate it.
Performance Tracking: Own and report on record key performance metrics, including enrollment rates, turnaround times, and reasons for disqualification. Use this data to improve your effectiveness and share insights with the team.
Relationship Building: We make referrals to various partners at the state level as part of the enrollment process. You will become their best friend and keep an open line of communication about the status of our referrals.
Coach Management: Our Care Coaches are the front lines to the caregivers that we serve, and you will be in charge of making that a delightful experience.
Communication: Maintain clear and regular communication with caregivers, addressing their questions, concerns, and providing updates on their enrollment progress. We have a strong 1:1 relationship with the families we serve, and they know that they can text us and get a quick response.
Documentation: Ensure accurate and organized documentation of all client interactions and enrollment-related activities.
Requirements
Customer Success Leadership: Previous experience owning a customer success process and team in direct-to-consumer healthcare.
Proactive: Intuition and a strong sense of direction. You should be constantly identifying and acting on opportunities to make an impact, not just waiting for tasks to be assigned to you. Once you sniff out an opportunity you should have a bias towards action.
Organized: A love for organization and an eye for systems to maintain high service at scale. Letting things fall through the cracks means gaps in our service and caregivers in need not getting the support they deserve.
Tool Mastery: A track record of making the most of software and systems to maximize efficiency. Experience with the bleeding edge of AI is a plus. Comfortable with tools such as Zoho, Salesforce, Monday, HubSpot, Zendesk, or other CRMs. Ability to write automation scripts is a plus.
Data-Driven: Strong analytical skills and the ability to use data to track and improve enrollment experience and rates. The intuition for what metrics to pull, and what to focus on.
Empathetic: Compassion and empathy for the challenges faced by family caregivers and individuals with disabilities, and the ability to get on the phone to check in as needed.
Benefits
Strong culture of good people who: iterate quickly, take ownership, act with integrity, strive for excellence, and embrace intellectual humility
Competitive salary and equity
401K, health, vision, and dental insurance
Generous PTO
Primarily in-office culture with flexibility
Givers is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.