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Manager, Enrollment Assistance

Company: Inland Empire Health Plan
Location: Rancho Cucamonga
Posted on: February 16, 2020

Job Description:

Job Requisition ID: 4004
Position Summary/Position
Under the general supervision of the Sr. Director of Marketing & Product Management, 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 offices and the Health Care Options offices to improve Medi-Cal eligibility maintenance for existing Members.

In addition, the Enrollment Assistance Manager will lead the new Outreach & Enrollment Advisors team to help existing Members enroll in other programs that they are eligible for, including Medicare, Supplemental Security Income (SSI), and/or Social Security Disability Insurance (SSDI). The manager will work across the organization and partner with key governmental agencies such as the federal Social Security Administration offices and the HICAP offices in Riverside and San Bernardino counties to support application assistance effort.

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. Responsible for the oversight and operations of the EA & Outreach & Enrollment Advisor teams (including eleven in the EA team and five in the Outreach & Enrollment Advisor team) that provides contacted individuals with: information and referral services, program eligibility determination, application assistance for Medi-Cal, Medi-Cal Health Plan selection, Medicare, SSI, and/or SSDI.



  • Responsible for leading all day-to-day functions of both units. 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.
  • 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.
  • 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.
  • Manage department operations including, hiring, training, performance objectives, team member evaluations and disciplinary actions to ensure compliance with IEHP goals and policy and procedures.
  • 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.
  • Continuously identify opportunities for training, quality control, process improvement, service opportunities and member retention.
  • 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.
  • Build partnership and collaborate with external government agencies, including the county Medi-Cal offices, the State's Health Care Options offices, the federal Social Security Administration offices, and HICAP to support enrollment and retention goals.
  • Participate in internal Call Center Consistency (CCC) Committee monthly meetings to help guide the IEHP's policies for call centers throughout the company.
  • 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
    Leader: Administers Hires, Terminations, and Performance ReviewsExperience Qualifications
    Three to five (3-5) years of management, and supervisory experience required. Experience with the Medi-Cal, Social Security Disability Insurance (SSDI), Supplemental Security Income (SSI), and Medicare program eligibility criteria, enrollment processes, and program administration.
    Preferred Experience
    Experience in a health plan preferred.
    Education Qualifications
    Bachelor's degree from an accredited institution required.
    Drivers License Required
    Yes, must have a valid California Driver's License.Knowledge Requirement
    Thorough knowledge in Medi-Cal, Medicare, SSI and/or SSDI 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/or Social Security Administration offices. 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.
    Physical Requirements
    Driving - FREQUENTLYGross Manipulation - FREQUENTLYKeyboarding: Traditional - CONSTANTLYKeyboarding: 10-Key - FREQUENTLYUse of computer mouse - CONSTANTLYReaching (at shoulder level) - CONSTANTLYStooping - CONSTANTLYBending - CONSTANTLYHearing: In a group - FREQUENTLYHearing: One-on-One - FREQUENTLYHearing: Over the Telephone/Cell Phone - FREQUENTLYCommunicate: Information/ideas verbally - FREQUENTLYNear Visual Acuity - FREQUENTLYSitting - CONSTANTLYIndoors - CONSTANTLYLighting - CONSTANTLYDevelop and maintain positive work relationships - FREQUENTLYRegular contacts: co-workers, supervisor - CONSTANTLYDecision-making - FREQUENTLYLead/Influence Others - FREQUENTLYWork review - FREQUENTLYRapid Pace of work - FREQUENTLYControl of work place - FREQUENTLYPace of work with faster/slower work periods - FREQUENTLYProblem Solving - FREQUENTLYMemory - FREQUENTLYUnderstand and follow direction - FREQUENTLYRegular and reliable attendance - CONSTANTLY
    Starting Salary: $87,734.00 - $111,820.00

    Pay rate will commensurate with experience

    Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 6,000 and a team of more than 2,000 employees, IEHP provides quality, accessible healthcare services to more than 1.2 million members. And our mission and core values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we're ready to make a difference today and in the years to come. Join our Team and Make a Difference with us! IEHP offers a Competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.

    Nearest Major Market: Riverside

    Nearest Secondary Market: Los Angeles

Keywords: Inland Empire Health Plan, Los Angeles , Manager, Enrollment Assistance, Executive , Rancho Cucamonga, California

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