Member Enrollment Lead

Location: Los Angeles, CA (4 days/wk in-office)

About Sunfish

Sunfish is a fast-growing, venture-backed Series A health tech startup. Our mission is to make the parenthood journey easy and affordable to help everyone build the family of their dreams. Used by leading fertility clinics throughout the United States, we help patients navigate and afford treatments. Our company ingests unique patient biodata to support patients using AI/ML. Sunfish’s team is composed of individuals with backgrounds in fertility, health tech, insurtech, and fintech – all with a shared passion for bringing equity to family building. And we’ve done this before – our executive team has had 19 exits and 4 IPOs to date.

The Position

We’re seeking a compassionate, detail-oriented leader to join our sales team. This person will guide prospective patients as they explore Sunfish’s offerings and begin their fertility journey. This role blends strong operational execution and sales with high-empathy consultation. Expectations for this role include meeting response time SLAs, clearly explaining complex financial options, and ensuring accurate CRM documentation.

You’ll work cross-functionally with Growth, Finance, Product, and Operations, offering real-time insights to improve patient conversion. Success in this role requires fluency with CRM systems and funnel metrics, excellent communication skills, as well as a strategic mindset and proactive approach to continuous improvement.

Key Responsibilities

Patient Intake & Enrollment

• Own the patient journey from first touch through contract signing

• Manage a high volume of inbound and outbound calls, emails, and SMS with prospective patients, guiding them through Sunfish’s offerings, financial options, and enrollment process with empathy and professionalism

• Own real-time conversations with patients, answering questions, overcoming objections, and guiding them toward enrollment

• Educate patients various fertility treatments (IVF, egg-freezing, surrogacy, etc.) and provide clear, accurate guidance throughout the enrollment process

• Adhere to all patient-level SLAs and ensure timely, high-quality follow-up across every stage of the funnel

• Act as a financial guide, clearly explaining treatment costs, financing options, and tradeoffs so patients can make informed decisions

• Help patients navigate emotionally and financially complex decisions with clarity, empathy, and confidence

Member Experience & Communication

• Support with member onboarding as needed, stepping in when patient questions or escalations arise

• Respond to calls and shared inbox communications with warmth, urgency, and clarity

• Help create a high-touch member experience during key moments in the journey, including milestone communications and issue resolution

• Improve and create educational materials and responses based on recurring patient questions and observed friction points

• Ensure patient communication is empathetic, accurate, and aligned across channels

Reporting, Funnel Insights & Analytics

• Maintain accurate daily documentation in HubSpot, including patient status, notes, next steps, and funnel progression

• Surface actionable insights on where and why prospective patients are dropping out

• Review funnel performance regularly and identify areas of opportunity to improve

• Translate frontline patient feedback into clear insights to cross-functional teams that can improve workflows, communications, and team effectiveness

Process Building & Operational Execution

• Build, document, automate, and improve patient enrollment processes as the company scales

• Identify blockers in the patient journey and proactively drive solutions

• Contribute to special projects to support member enrollment

Must-Have Skills and Experience

• 5+ years of experience in enrollment, member growth, consultative sales, or a similar high-touch role

• Excellent written and verbal communication skills; you explain emotionally complex topics clearly, confidently, and with empathy

• Strong operational rigor and attention to detail, especially in CRM documentation, follow-up, and process adherence

• Experience with CRMs used to manage pipeline, communication, and patient or customer records

• Comfort using funnel data, lost lead analysis, and qualitative insights to identify problems and improve performance

• Ability to build processes from scratch and operate effectively in a startup environment with ambiguity and changing priorities

• Thrive in a fast-paced, high-volume environment, balancing responsiveness with quality and empathy

• High ownership mindset; you take initiative, move quickly, and care deeply about both patient experience and execution quality

• BA/BS in a relevant degree

Nice-to-Have Skills and Experience

• Experience in healthcare (especially fertility) or finance

• Experience with HubSpot and workflow/process design

• Strong instincts around patient messaging, educational content, or lifecycle communication

• Experience analyzing funnel performance and making recommendations to improve conversion or experience

• Experience at an early-stage venture-backed company

• Bilingual or multilingual, especially Spanish

Do work that matters

Be part of a company that’s transforming lives by making the dream of building a family more affordable and attainable. We offer a range of benefits designed to support your well-being, your health, and your personal and professional growth. From health coverage and paid time off, to sunny offices, team retreats, a 401K, and parental leave — we’re proud of the culture and care we’re building together. The most rewarding part of being here is the mission we’re building together: helping more people grow their families.