San Francisco Health Plan: About Us: Jobs: Enrollment Supervisor

Enrollment Supervisor

This position supervises enrollment staff and ensures that workflow, enrollment and eligibility processes are consistent and accurate in conjunction with established policies and procedures for public health care programs that are administered and managed by San Francisco Health Plan. The Enrollment Supervisor coordinates and implements initiatives and activities which support the department’s over-arching goal of providing initial and on-going comprehensive health coverage to eligible applicants.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Plan, organize, and manage work associated with all enrollment processes.
Works with team members to review and evaluate applications and inquiries to ensure policies and procedures are applied in a uniform and accurate manner.
Performs evaluations for designated enrollment staff. Provides direction and instruction to enrollment team members; setting goals and providing feedback to help achieve high performance standards.
Assist with training related activities associated with new hires, inclusive of training employees on internal and external processes and enrollment systems.
Monitors, balances and prioritizes workloads, staff schedules, projects and work assignments as needed to meet customer service and team performance objectives, especially during peak seasons.
Performs client scheduling, inquiries and coordination of reception and call-center activities in relation to enrollments.
Coordinate workflow of enrollment-related functions to ensure that members and prospective members receive timely, accurate, and customer-focused assistance in applying or re-applying for health coverage.
In consultation with the manager evaluates operational impacts related to programmatic and systems implementation and integration.
Audits/monitors applicant and participant meetings and interactions with Program Enrollment staff for quality assurance and training purposes. Provides team members with individual and group performance feedback. Audits/reviews applicant and participant files and data entry to ensure that: all information is entered accurately and timely; all applications and accompanying documentation are complete; and file documentation is thorough and meaningful.
Participates in workgroup activities related to enrollment processes for our designated public health care programs, serves as departmental lead for special projects and technical assignments
Provides the necessary coverage throughout department to attain high performance standards.
Performs other duties as assigned.

CORE COMPETENCIES/KNOWLEDGE & SKILLS REQUIREMENTS:

Trained certified application assistor with two or more years of experience with Medi-Cal, Healthy Families and Healthy Kids enrollment and retention. Demonstrated knowledge of and work experience and expertise with low-income, public or state funded health care programs, especially Medi-Cal, Healthy San Francisco, and Healthy Kids programs.
Proven organizational skills with excellent follow-through and the ability to multi-task and implement program goals and objectives in an effective and efficient manner.
Strong, proven analytical and planning skills.
Ability to interpret and comply with complex rules and regulations.
Computer competency, including Microsoft, Excel, and Access or other database applications.
Ability to communicate clearly and effectively (orally and written) with various audiences and with individuals of diverse backgrounds—in particular, the ability to understand and explain complicated rules and policies in a clear, straightforward fashion, including discretion in working with confidential information.
Experience in providing outstanding customer service including the ability to deliver unfavorable news in a helpful and empathetic fashion, without deviating from Plan policy or compromising the interests of the Plan.
Mathematical ability
Ability to organize and prioritize, and attention to detail
Must be reliable and dependable
Bi-lingual in Spanish or Cantonese a plus.

EDUCATION, EXPERIENCE AND TRAINING BACKGROUND:

Trained Certified Application Assistor (CAA) with experience working with the Healthy Kids & Young Adults program or extensive experience in Medi-Cal, Healthy Families and Healthy San Francisco application assistance.
Experience with enrollments completed through HealtEapp and One-e-App systems preferred.
Comprehensive understanding of and familiarity with health care and managed care terminology. Demonstrated understanding of HIPAA compliance issues and processes to ensure confidential information and personal health information is treated with competence, care and discretion.
Associate of Arts or Bachelor’s degree preferred.
Two years experience in a supervisory capacity preferred.

ESSENTIAL FUNCTIONS—PHYSICAL POSITION REQUIREMENTS; MACHINES AND/OR EQUIPMENT USED:

Must be PC literate; MS Office skills (Word, Excel, PowerPoint).
Regularly required to operate standard office equipment (personal computer, photocopy machine, fax machine, etc.)
Ability to work on a computer up to 7 hours a day.
Regularly required to sit for long periods of time, and occasionally stand and walk.
Regularly required to use hands to operate computer and other office equipment.
Close vision required for computer usage.
Occasionally required to stoop, kneel, climb and lift up to 25 pounds.

Interested candidates should apply on line at:

https://home.eease.adp.com/recruit/?id=511612

San Francisco Health Plan is an Equal Opportunity Employer (EOE) M/F/D/V