Outreach & Enrollment Manager

Responsibilities

• Oversees daily operations of the Outreach and Enrollment Department to ensure efficient workflows, clear accountability, and timely movement of referrals through the enrollment process.
• Supports an integrated referral-to-enrollment model where Outreach, Enrollment Specialists, and Financial Specialists work collaboratively to move cases end-to-end.
• Maintains standard operating procedures (SOPs), workflow guides, call quality standards, and documentation expectations.
• Coordinates recruiting, staff training, onboarding, coaching, workflow support, and ongoing professional development of assigned staff.
• Provides day-to-day guidance and support to department staff; partners with the Director on formal employee relations matters, with the Director retaining responsibility for disciplinary action and termination decisions.
• Assists leadership with staffing plans, workload balancing, and resource allocation based on departmental volume and priorities.
• Maintains and monitors required materials, notices, enrollment packets, scripts, and participant communications.
• Collaborates with Clinical, Finance, Operations, Compliance, and Leadership teams to improve handoffs, participant experience, and enrollment readiness.
• Supports outreach, referral source relationships, and community growth initiatives as needed.
• Prepares regular reports for leadership on pipeline activity, conversions, enrollments, staffing trends, and operational opportunities.
• Monitors individual and departmental KPIs, productivity, documentation standards, workflow adherence, and service expectations.
• Identifies performance concerns, trends, and opportunities for improvement, and reports findings with recommendations to the Director of Marketing and Enrollment.
• Provides supervision to outreach and enrollment staff; may participate in performance coaching, corrective action planning, and the development or administration of Performance Improvement Plans (PIPs) in collaboration with the Director.

Qualifications

• Bachelor’s degree in business administration, marketing, healthcare administration, or related field or equivalent combination of education and relevant work experience required.
• 3–5 years of experience in healthcare enrollment, operations, marketing, PACE programs, managed care, business development, or related field required.
• Prior experience managing workflows, teams, or operational processes preferred.
• Strong understanding of customer service, enrollment pipelines, and growth strategy.
• Experience using CRM systems and reporting tools required.
• Strong Microsoft Office 365 skills, especially Excel, Word, Outlook and Teams.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Strong attention to detail and process follow-through.
• Ability to work collaboratively across departments.
• Bilingual preferred: English and Cape Verdean Creole, Haitian Creole, Spanish, or Portuguese.