Manager, Enrollment Services

This position may be based at any HIS location:  Rancho Cordova, CA, Albuquerque, NM, San Antonio, TX or Indianapolis, IN.

 

ABOUT LIFEMASTERS:

Our business is growing.  Founded in 1994, LifeMasters Supported SelfCare, Inc. is the first healthcare company in the nation to provide disease management for chronically ill individuals by combining communications technology with ongoing nursing support.

 

POSITION SUMMARY:

This position is responsible for the overall management and leadership of the enrollment process, providing enrollment support and input to the management and leadership team of HIS operations.  Ensures standards are met or exceeded for service, productivity, quality, and employee engagement.  Maintains confidentiality of all privileged information.

 

PRINICIPAL DUTIES:

? Serves as the key contact for the enrollment process across all HIS sites and community services.
? Serves as the key HIS enrollment contact when on boarding new clients.  Partners with the CILT team for implementation of new clients.  Monitors timelines and activities to ensure that timely implementation occurs.
? Participates on cross-functional teams to provide enrollment insight on behalf of the HIS leadership team. (Product Development Committee, Technology specification development, RFP response development of enrollment operations questions, etc.)
? Routinely monitors enrollment processes, and participant records to ensure the overall quality of enrollment services and adherence to enrollment practice standards. Partner with Operations Managers at each site to assign and direct enrollment resources across the company to maximize productivity and efficiencies while meeting client requirements.
? Partners with Business Partner Team to successfully deliver enrollment process improvement results by identifying business opportunities and leading complex process improvement initiatives that result in improved participant experience and business performance metrics.
? Researches and assesses opportunities, proactively recommend changes, and implement enrollment process changes to enhance performance in a cross-functional capacity.
? Participates in client meetings to promote the enrollment foundation and philosophy of LifeMasters? value proposition of participant relationship differentiation, ensure our operations deliver on this proposition.
? Generates routine and special reports of contact, close ratios, enrollment statistics, physician queries/issues, and any technological problems encountered.
? Tracks utilization patterns for enrollment.
? Participates in participant outcome studies and reporting, and data exchange.
? Conducts job functions in a manner, which consistently promotes a high level of customer service to both internal and external customers, and supports the company?s core values and basic principles.  This includes but is not limited to maintaining constructive and professional relationships with peers, supervisory personnel and internal and external customers, facilitating change and serving as a role model, and proactively meeting customer?s needs in a timely fashion.
? Perform special projects and other duties as assigned.

 

EDUCATION:

? Bachelor degree in Health Sciences, Business Administration, Information Technology or related area or equivalent combination of education and experience.

 

EXPERIENCE:

? Seven plus years management leadership level experience in a call center/customer care environment, to include managing both exempt and non-exempt employees.
? Experience in championing change, motivating persuasively, and getting results.
? Proven experience successfully designing, mapping, measuring and establishing compliance plans for processes.
? Proven experience successfully leading projects, doing risk assessments and consulting.

 

TRAVEL REQUIRED: Will require travel, up to 40% of time, sometimes with overnight stays, must be able to carry a laptop computer and limited presentation equipment during travel.

 

BENEFITS:

We offer an excellent benefits package including: 20 days paid time off (PTO);  paid holidays; education assistance;  medical, dental, vision, life, AD&D, and long-term disability insurance; and 401k with company match.

AA/EOE M/F/V/D