Manager, Enrollment Assistance

Position Summary/Position

Under the general supervision of the Director of Government Products & Enrollment, the Enrollment Assistance manager will be responsible for overseeing the performance of an existing Enrollment Assistance team to help all contacted uninsured individuals complete a Medi-Cal application and help prospect Medi-Cal Members choose a Medi-Cal health plan. In addition, the manager will work across the organization and partner with key governmental agencies such as county Medi-Cal and the Health Care Options offices. The Manager will also support a range of community partners who educate and enroll the uninsured into Medi-Cal and Covered California.
The manager will ensure that training, materials and operational processes are in place and updated, as appropriate. The manager will also analyze operational reports, review statistical data and make operational recommendations. The Enrollment Assistance Manager is responsible to ensure that calls received by the Team are answered in a timely, efficient, friendly and knowledgeable manner.

Major Functions (Duties and Responsibilities)

1. Be an extraordinary example and a champion in living and practicing IEHP’s Mission, Vision and Values (MVV) every day, and strongly commit to advance the organization’s strategic plan.
2. Responsible for the oversight and operations of the EA team that provides contacted individuals with: information and referral services, program eligibility determination, application assistance for Medi-Cal, Medi-Cal Health Plan selection, and Covered California.
3. Responsible for leading all day-to-day functions. Ensure team members are appropriately trained, supervised and provided guidance, related to call handling procedures, departmental goals, and expectations. Lead the teams and ensure the delivery of outstanding service to IEHP potential Members.
4. Promote professional growth, development and learning of the team members through offering new challenges, developmental assignments, offering timely feedback, regular 1:1 discussions and mentoring.
5. Develop, review, analyze and interpret department and individual performance reports to ensure that the team is continually performing at optimum levels, and review for trend or results that require intervention or re-direction of Department activities or processes.
6. Manage department operations including, hiring, training, performance objectives, team member evaluations   and disciplinary actions to ensure compliance with IEHP goals and policy and procedures.
7. Drive performance, engagement, retention and play a key role in maximizing team members’ contribution to the company. Through demonstrated individual performance, the Enrollment Assistance Manager shall promote the highest standards of ethical and professional conduct to lead team members by example.
8. Continuously identify opportunities for training, quality control, process improvement, service opportunities and member retention.
9. Interfaces with internal IEHP departments to ensure all teams activities are delivered in a service-oriented manner and according to IEHP benefits, policies and procedures.
10. Build partnership and collaborate with external government agencies, including the county Medi-Cal offices, the State’s Health Care Options offices, and community partners to support enrollment goals.
11. Participate in internal Call Center Consistency (CCC) Committee monthly meetings to help guide the IEHP’s policies for call centers throughout the company.
12. Flexible to call activities that may require non-traditional unit hours and may require some managerial oversight during these extended operations, such as after hours and weekends.

Supervisory Responsibilities

Experience Qualifications

Five (5) years of experience with Medi-Cal or Covered California programs eligibility criteria, enrollment processes, and program administration. Five (5) years of management, and supervisory experience required. 

Preferred Experience

Experience in a health plan preferred. 

Education Qualifications

Bachelor’s degree from an accredited institution required.

Drivers License Required

Knowledge Requirement

Knowledge of Medi-Cal or Covered California program eligibility criteria, application processes, and administration. Knowledgeable in building partnership with governmental agencies such as the county Medicaid offices, State’s Medi-Cal offices and community partners. Knowledgeable in call center software applications and reporting preferred.

Skills Requirement

Excellent written and verbal communication. Strong external partnership building skills, organizational skills. Strong coaching, motivational and interpersonal skills are required with an emphasis on service. Ability to supervise and train team members. Strong organizational skills and sound decision making skills required.

Abilities Requirement

Ability to balance multiple projects and meet deadlines. Detail oriented. Ability to establish and maintain effective working relationships with others. High level of professionalism required.

Commitment to Team Culture

The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions

Using computer keyboard and screens. Travel within California and other states if needed. 

Work Model Location

Physical Requirements