Manager, Enrollment Assistance
Company: Inland Empire Health Plan
Location: Rancho Cucamonga
Posted on: February 16, 2020
Job Requisition ID: 4004
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
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
- 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
- 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
- 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
- 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
- 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.
Leader: Administers Hires, Terminations, and Performance
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
Experience in a health plan preferred.
Bachelor's degree from an accredited institution required.
Drivers License Required
Yes, must have a valid California Driver's License.Knowledge
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.
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
Ability to balance multiple projects and meet deadlines. Detail
oriented. Ability to establish and maintain effective working
relationships with others. High level of professionalism
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
Using computer keyboard and screens. Travel within California and
other states if needed.
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 -
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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