Through the direction of the Communication Center Director, the Enrollment Supervisor oversees and monitors the performance of the enrollment center, ensuring adherence to communication scripts and service standards. This position plays a crucial role in implementing and maintaining quality assurance measures, conducting regular training sessions, and providing constructive feedback to enhance the team’s skills. Additionally, the Enrollment Supervisor analyzes performances metrics, identifying trends, and implementing strategies to improve overall customer satisfaction and operational efficiency. This position works collaboratively with other departments to address escalated issues and implement process improvements, contributing to the overall success of the enrollment and call center.

Performance Responsibilities and Standards:
• Oversee and manage the enrollment process, ensuring accuracy and compliance.
• Lead and train a team, providing guidance on enrollment procedures including ensuring staff:

o Process enrollments and tasks timely and accurately.
o Handle customer inquiries and provide information about products and services.
o Resolve customer issues or complaints.
o Follow communication scripts and ensure accurate documentation of interactions.
o Provide exceptional customer service and strive to meet performance targets.
o Collaborate with team members to share knowledge and improve service quality.
• Maintain records, track enrollment metrics, and generate reports for analysis.
• Monitor incoming and outgoing calls.
• Ensure compliance with the Department of Health (DOH) and Centers for Medicare and Medicaid Services (CMS)
• Assists in the creation of departmental policies, procedures, and educational materials.
• Works closely with our providers to ensure referrals are processed timely and enrollment is communicating consistently for a smooth process.
• Assists the Communication Center Director with supervision, training, and support of the customer service center.
• Participates in special projects as required.
• Other duties as assigned.

Job Qualifications:

1. Associate’s degree required and/or at least two to four years’ experience in the Healthcare field. Call center experience preferred.
2. Knowledge of HIPAA, DOH, and CMS regulations for insurance plans.
3. Strong interpersonal, communication, and problem-solving skills.
4. Strong working knowledge of, and experience using a wide variety of software platforms including Microsoft Office Suite (Outlook, Word, Excel and PowerPoint).
5. Knowledge of telephone system technology.
6. Must ensure compliance with all regulatory, audit and corporate policies.
7. Able to work nights and weekends as needed.
8. Professional appearance and dress.

Physical Requirements:

1. Bloodborne Pathogens Exposure Category III – Employee who rarely has contact with blood and body fluids.
2. Speaking/visual/hearing ability must be sufficient to comprehend and express written/verbal communication.
3. Frequent sitting, standing, walking.
4. Extended periods of computer use.
5. Ability to express self verbally and in writing.
6. Ability to verbally communicate over a telephone.

Competitive Salary [This position is an S02 exempt position with a min-max rate of: $60,884-$82,382] with:

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

________________________________________________
About Nascentia Health:

Nascentia Health is leading the way in home care, post acute care and long-term community health. A healthcare system without walls, Nascentia is an innovator in the concept of healthcare, truly focused on the patient as a whole. By serving people in their homes, Nascentia Health is able to provide true holistic care. We can address immediate needs, help support positive long term medical and lifestyle choices that provide for better outcomes, leverage cutting edge in-home care technologies, and help avoid unnecessary visits to busy healthcare facilities.

Our employees are our greatest asset. They work hard every day to make our system amazing and are dedicated to our mission of being the premier home and community-based care system for the regions we serve. We want everyone to love what they do, be excited about coming to work, and take pride in being part of our team.

________________________________________________

Nascentia Health is an Equal Opportunity Employer (EOE)

Employment is contingent upon negative results of a pre-hire drug screen