Operations Enrollment Leader (Baltimore, MD)

POSITION SUMMARY

The Enrollment Leader position is responsible for providing quality and efficient enrollment services to customers through the daily management of a team of employees to include motivating, recognizing, and rewarding, coaching, counseling, training, and problem solving. 

RESPONSIBILITIES AND DUTIES

• To lead a team of Enrollment Specialists and together, ensure the highest quality service is provided with the enrollment process to those self-directing their services and the referring entities.
• Receive referrals for new individuals and their employees, determine their level of interest in the different enrollment type offerings and schedule meetings based on the choice of the individual.
• Provide constant and accurate communication to referrers and those being enrolled on the status of the enrollments and where everyone is in the process.
• Troubleshoot issues and field questions from their staff, and all external customers to ensure the enrollment process is smooth and adaptive.
• Ensure that Enrollment Specialists are training new participants and their employees on using the GT Caregiver App and other GT Tools, roles and responsibilities, and program specific items.
• Provides daily direction and communication to employees so that calls are answered in a timely, efficient, and knowledgeable manner
• Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers
• Managing employees, ensuring work is handled efficiently and effectively
• Provides performance feedback and coaching on a regular basis to each team member
• Ensures employees have appropriate training and other resources to perform their jobs
• Create and maintain a high-quality work environment
• Assists the manager with the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Assist with documentation, and training of DocuSign program
• Assist in developing and preparing operational plans and reports on project status
• Promote adherence to and upholds the company’s mission and values
• Other duties as assigned

EDUCATION

• High School Diploma or GED required
• Associate degree preferred but not required

EXPERIENCE AND QUALIFICATIONS

• At least 2 years of related experience
• Excellent written and oral communication skills
• Extensive experience in working on complex projects with critical thinking and problem solving
• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing
• Demonstrate the ability to balance work pressure with time management skills
• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Experience in working, initiating, and maintaining a highly effective team
• Competent in the use of Microsoft programs and the Internet
• Competent use of Excel

WORK ENVIRONMENT

• Work is performed in a typical office setting