Job description
We are seeking a Lead Outreach and Enrollment Coordinator that has top-notch communication and customer service skills, and exceedingly pleasant phone and in-person manner, the ability to work as part of a team as well as independently, and a high degree of professionalism. The primary role of the LOEC is to enroll members into one of Mindoula’s Population Health programs within the area of greatest need across all markets including Louisiana, Missouri, Nevada, and new markets. The LOEC demonstrates a high degree of comfort when speaking to young adults, seniors, and adults with behavioral health and medical needs. The ideal candidate will have experience with high-volume telephonic, outreach campaigns, telemarketing, sales, and other general enrollment activities. The candidate will also be extremely organized, self-motivated, and at ease with a variety of computer programs including electronic health records and Google’s suite of products.
Location: 100% Remote
Schedule: (in your local time zone)
Weekends (Sat & Sun) 9:00am - 5:30pm required. Weekdays 11:00am - 7:30pm. Two weekdays off (days can vary)
Managerial Responsibilities:
Collaborate with Program Directors during enrollment campaigns for new program launches.
Act as a player/coach for a team of OECs.
Triage team requests and inquiries by serving as the first point of contact for resources and inquiries from the team. Responds to team questions in accordance with Mindoula operational guidelines, policies, procedures, and best practices at the forefront of decision-making; determine when and if escalation to PM or PD is necessary.
Provide oversight, coaching, and support to the member enrollment team during large-scale member enrollment projects associated with new program launches.
Participate in the onboarding, and act as a resource and mentor for new and existing employees.
Manage a team of Outreach and Enrollment Coordinators (OEC’s), including participation in hiring, firing, and team development over time, during enrollment campaigns for new program launches and special projects.
Identify opportunities for improvement while working, individually or collaboratively, with new or existing team members, and provide pertinent feedback to management to assist in developing workforce capacity.
Managing Key Metrics including:
- Valid Referral to Intake conversion rate (e.g., % of valid referrals that complete an intake)
- OEC conversion rate;
- Practice and account conversion rate;
- OEC daily call log;
- The weekly referral tracking sheet, ensuring all data is accurate for reporting.
Develop analysis of individual and team performance at each step of the process and creative solutions for overcoming challenges to increase success
Complete staff training and key performance indicators and engage, in collaboration with managers and directors, in ongoing performance management and coaching with OEC’s; document performance concerns; ensure performance issues, conduct, and ethical issues are addressed and resolved in a timely manner; follow through with disciplinary actions as necessary.
Monitor and meet all operational targets for areas within the span of control and make appropriate recommendations for operational changes.
Organize and lead the OEC team for special projects, across markets, as needed, on enrollment or other priorities.
Lead Outreach and Enrollment team meetings during new program launches to ensure all efforts to enroll pending members are meeting quality standards and enrollment target milestones.
Audit case notes to ensure high-quality documentation that enables the members to receive the full array of enrollment screenings.
General Responsibilities:
- Maintaining established census for the local program they are associated with
- Demonstrate accountability for the Specialty Population Health Management outreach and enrollment process from referral receipt (pending) to successfully completed enrollment (to active).
- This includes both the administrative (insurance verification, inputting data to MMR, etc.) and outreach and engagement portions of the workflow
- During outreach, provide appropriate education and answer questions about Mindoula’s Interpersonal Violence Reduction Program, Specialty Population Health Management Program, and other Mindoula programs and service offerings as needed.
- Complete initial member screenings to determine enrollment eligibility as necessary
- Following the agreement of enrollment, completion of a warm hand-off to the assigned Care Extender if possible, and if not, scheduling an initial call/appointment for completion of enrollment.
- Support enrolled members and team members by completing resource development and outreach in support of members served.
- Assist with coordination and participation in community engagement events.
- Produce high-quality documentation that enables the members to receive the best treatment possible.
- Prepare and maintain all required records, reports, paperwork, and members’ diagnostic records, maintaining the confidentiality of members at all times.
- Accurately complete all case notes in a professional and timely manner.
- Enter data into multiple locations in a timely manner without error.
- Uphold professional standards as a representative of Mindoula Health
- Improve our program and work environment through constructive feedback and show each member respect and compassion without crossing therapeutic boundaries, infringing on ethical standards, or being drawn into unethical situations.
- Work as part of the team; promote teamwork and unity.
- Use clear and accurate communication skills (both verbal and written) to communicate with members over the phone and through email.
- Respond positively to supervision and to recommendations for improved performance.
- Relate to members in a non-threatening manner that is pleasant, personal, and meaningful.
- Support outreach and engagement efforts in IVRP, MPMP, SPP, and CCP as necessary and requested.
- Perform other tasks as they arise.
Education & Work Experience:
- Three years of experience working on, leading or participating in sales, outreach, engagement and/or enrollment campaigns preferred
- Three years of experience in the behavioral health field and/or healthcare environment is preferred or a combination of experience, and education which provides the candidate with the requisite qualifications.
- Three years of experience in a high-volume call center position.
- Experience working with high-risk, complex adults is preferred
- Customer service experience is required
- Crisis Intervention Training / Crisis Training preferred
- Proficient in Microsoft Word, Google Suite (calendar, docs, sheets, slides, etc.), and Excel
- Strong data entry experience
- Work experience with an EHR
- Experience with health information management/data
