Responsibilities
Under the direction of the Enrollment Manager, the Enrollment Supervisor oversees the daily activities and performance of assigned Enrollment Representatives within a designated territory or portion of a region. The Enrollment Supervisor is responsible for supporting enrollment operations, ensuring adherence to enrollment processes and CRM utilization standards, coaching and developing Enrollment Representatives, and assisting in achievement of enrollment and growth goals. This role works closely with the Enrollment Manager, Eligibility and Financial Determination (EFD) team, Sales Leadership, and center operations to facilitate an efficient participant enrollment experience and compliance with PACE requirements.
Supervision (40%)
- With the goal of achieving or exceeding assigned market, territory, and enrollment goals, supervises Enrollment Representatives and provides day-to-day coaching, direction, and support.
- Participates in interviewing, onboarding, coaching, and training Enrollment Representatives. Assists the Enrollment Manager with performance management activities, employee development, and corrective action processes as appropriate.
- Promotes a positive team culture, collaboration, accountability, and engagement among assigned Enrollment Representatives.
- Conducts regular 1:1 meetings, field coaching sessions, and team meetings to support employee development and goal attainment.
- Provides performance feedback and documentation to support employee evaluations and development planning in partnership with the Enrollment Manager.
Administration (40%)
- Monitors and supports execution of intake and enrollment processes within assigned markets.
- Collects data in accordance with PACE requirements and prepares reports as required by internal stakeholders and administering agencies.
- Identifies enrollment process improvement opportunities and escalates recommendations to the Enrollment Manager.
- Monitors daily Enrollment Representative utilization of CRM systems.
- Tracks enrollment activity and provides regular updates to the Enrollment Manager regarding pipeline status, enrollment progress, and operational issues.
- Reviews assigned territory funnel activity and collaborates with sales teams to address enrollment barriers and opportunities.
- Builds and maintains effective relationships with referral sources, community partners, and internal stakeholders.
- Shares responsibility with team members in implementation of PACE philosophy and achievement of program goals.
- Supports enrollment quality assurance activities and ensures compliance with enrollment processes and documentation standards.
- Collaborates and aligns with the EFD team to optimize the Medicaid approval process.
Participant Enrollment (20%)
- As business needs require, directly supports enrollment activities and participant assessments.
- Assesses potential participants in home, nursing home, hospital, or other settings as part of the intake process.
- Provides alternative community resources to applicants not accepted into the PACE program.
- Assists with Medicaid certification process in cooperation with the Eligibility and Financial Determination Specialist.
- Maintains current assessment and intake records and documents activities in CRM.
- Provides coverage and adjusts schedules as needed to meet participant and business needs.
Qualifications
Education: Bachelor’s degree in business, sales, marketing, social work, or a related field from an accredited college or university.
Experience: Three (3) to five (5) years of successful healthcare sales, enrollment, managed care, insurance, or related experience, with at least one year of demonstrated leadership, coaching, mentoring, lead, or supervisory experience preferred.
- Experience leading teams, coordinating field activities, or serving as a team lead is strongly preferred.
- Proven ability to achieve or exceed sales and enrollment goals.
- Experience using CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot, Zoho, or similar systems.
- Requires valid driver’s license, reliable transportation, and insurance as required by law.
Other Knowledge, Skills and Abilities
- Demonstrated ability to coach, mentor, and develop team members.
- Ability to monitor productivity, quality, and CRM compliance across assigned staff.
- Strong conflict resolution, problem-solving, and employee engagement skills.
- Ability to balance operational responsibilities with participant-facing activities.
- Proficiency with Microsoft Office applications and reporting tools.