Enrollment Specialist

About the role

The Enrollment Specialist plays an important role in helping children and families enroll in the Medi-Cal Program. They also assist with scheduling appointments and providing patient support services.

Responsibilities

• Help families complete and submit the online Medi-Cal applications
• Keep families informed about program changes and help them maintain their health coverage
• Refer families who do not qualify for Medi-Cal to other available programs
• Efficiently and effectively schedule site appointments
• Answer incoming calls from patients and physician offices calling to schedule appointments
• Confirm appointments per established protocol
• Secure patient information for charting, billing, and record keeping purposes
• Ensure that all necessary information is obtained to pre-register patients
• Support the sites by improving UHC's revenue cycle through new enrollments and recertifications
• Provide patient support services by telephone
• Assist applicants in properly completing the application and answering their questions
• Ensure the confidentiality of all applications, records, and any information received in written, graphic, oral, or other tangible forms
• Review and explain the documents that are required with the application
• Refer applicants, when necessary, to the county Department of Social Services (DSS) for Medi-Cal if they need more information or assistance with complex issues or other programs
• Absorb and estimate the monthly premiums for applicants
• Schedule, educate, register, verify, and estimate services for the patient
• Update insurance and demographic information for all UHC health services
• Answer incoming calls on a multi-line phone
• Make outbound calls to confirm and obtain pre-registration information
• Promptly and courteously answer and screen phone calls for the department; route calls as appropriate within established customer service guidelines; accurately record messages and deliver to the appropriate party in a timely manner; check voicemail frequently
• Maintain their patient schedule to ensure maximum production of enrollment applications
• Provide outstanding customer service to internal and external customers
• Report any potential customer concerns or complaints immediately to Enrollment Manager
• Review enrollment documentation to ensure that they are prepared properly and follow-up when necessary
• Build community long-term relationships to ensure future enrollment engagement and opportunities
• Foster an environment that promotes teamwork and positive communications within the service area and department

Requirements

• High School Graduate or equivalent
• Knowledge of billing processes and coding preferred
• Minimum 2 years of experience in a health center setting as Healthcare Associate
• Demonstration of strong understanding of patient billing, front office processes, and patient intake
• Bilingual is required (Punjabi, Hmong, or Spanish preferred)
• Able to quickly build and maintain rapport with peers, patients, and providers; team player
• Customer-service oriented
• Positive professional insight
• Flexibility and dependability
• Demonstrated good problem-solving skills; sound judgment
• Effective leadership/supervisory skills
• Modern office practices and procedures including email, strong computer skills
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously

Qualifications

• Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels)
• Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to patients and staff
• Must be able to read memos, computer screens, personnel forms and clinical and administrative documents
• Must have high manual dexterity
• Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn

Skills

• Modern office practices and procedures including email, strong computer skills
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously

Benefits

The hourly wage range that UHC reasonably expects to pay for the position upon hire starts at $21 an hour. Our salaries are dependent on knowledge, skills, and experience. In addition, our comprehensive benefits package for regular status employees includes Medical, Dental, and Vision insurance with low premium cost, Paid time off and paid holidays, 401k plan with matching contribution, Educational Assistance, Employee discounts and more!