POSITION TITLE: Outreach and Enrollment Supervisor

REPORTING RELATIONSHIP:   Operations Manager

SUMMARY:

Under the general supervision of the Squirrel Hill Health Center (SHHC) Operations Manager, the Outreach and Enrollment Supervisor is responsible for supervising the Outreach and Enrollment Coordinators and facilitating the enrollment of eligible health center patients and service area residents into affordable health insurance coverage through the Health Insurance Marketplaces (Exchanges), Medicaid, and/or the Children’s Health Insurance Program (CHIP), as well as connecting patients to SHHC’s Sliding Scale Application when appropriate. The Outreach and Enrollment Supervisor is also responsible for coordinating the outreach and enrollment activities of SHHC to make best use of the limited resources available, reaching both SHHC patients and area residents. 

The Outreach and Enrollment Supervisor is committed to SHHC’s mission of providing high quality, comprehensive health care services to low income, uninsured and underinsured area residents, and its special concern for those for whom limited English proficiency, religious beliefs, age, gender or disability status may create barriers to care.  As a member of the SHHC staff, the Outreach and Enrollment Supervisor behaves in a professional manner and consistently demonstrates and promotes SHHC’s mission and values.

The Outreach and Enrollment Supervisor must be able to travel to and work in any SHHC location.

RESPONSIBILITIES AND DUTIES:

1. Supervises all Outreach and Enrollment Coordinators.
2. Assign tasks and responsibilities to O&E Coordinators
3. Approves and manages timecards and time off requests for O&E Coordinators
4. Assists with recruiting for open positions within the department.
5. Participates and excels in all training required of Outreach and Enrollment Coordinators.
6. Assists consumers in obtaining access to a single and streamlined application process (Federal portal) that will enable them to determine if they, or a family member, are eligible for enrollment under Medicaid or CHIP or if they are eligible for financial assistance for a qualified health plan offered through the Marketplace and, if so, facilitate the enrollment.
7. Assist Sr. Director of Social Services with creating and implementing workflows to new hires and existing staff.
8. At the direction of the Operations Manager and HR, assist with delivering progress reviews and disciplinary conversations as needed.
9. Works directly with patients and community members to explain SHHC’s Sliding Scale Application, and manages reviewing and turning in the completed applications for all O & E Coordinators to the CFO.
10. Works under the direction of the CFO to expand direct patient education around the Sliding Scale Application and other identified areas of patient education.
11. Works under the direction of the CFO to ensure that patients are connected to all insurance/Sliding Scale that they qualify for and works to improve internal documentation of insurance coverage to improve billing.
12. Demonstrates and maintains expertise in eligibility and enrollment rules and procedures; the range of qualified health plan options and insurance affordability programs; the needs of the underserved and vulnerable populations; and privacy and security standards. 
13. Conducts internal training for SHHC staff to be updated on insurance processes that impact patients.
14. Conducts public education activities to raise awareness about coverage options available under Medicaid, CHIP, and the Marketplace.
15. Helps individuals, whether SHHC patients or not, understand and access affordable options.
16. Provides information and assistance in a fair, accurate, and impartial manner that is culturally and linguistically appropriate to diverse communities and accessible to individuals with disabilities.
17. Provides referrals to any applicable office of health insurance consumer assistance or ombudsman established under Section 2793 of the Public Health Services Act to address consumer grievances, complaints, or questions about their health plan, coverage, or a determination.
18. Complies with and successfully completes all required and applicable federal and/or state consumer assistance training as is required for all assistance personnel carrying out consumer assistance functions.
19. Conducts “in reach” with currently uninsured health center patients and “outreach” to non-health center consumers in the approved service area.
20. Coordinates activities of the SHHC Outreach and Enrollment team to make sure that they are deployed usefully to perform both in-reach with existing SHHC patients and outreach in the general community.  Works with community groups to provide outreach and enrollment assistance.  Keeps and coordinates a schedule of events.
21. Works as an active member of the SHHC Patient Centered Medical Home staff, attending staff meetings and helping to educate SHHC staff in the Marketplace and the changing needs of the community. 
22. Collaborates with other health centers, safety net providers, community businesses, and government entities in the SHHC service area to ensure that outreach and enrollment assistance activities are coordinated with other local, regional, and/or state- wide outreach and enrollment assistance efforts and training requirements.
23. Collects data for internal, national, state, and local agency reports.
24. Other duties as assigned.

JOB COMPETENCIES:

1. Demonstrates professional and written communication skills, ability to be flexible and to prioritize in complex situations, and decision-making skills.
2. Excellent computer skills and demonstrated working knowledge of Electronic Health Records (EHR).
3. Familiarity with FQHC Concepts.
4. Ability to work independently and collaboratively.
5. Willingness to learn.
6. Excellent interpersonal skills with people of all cultures and backgrounds.

QUALIFICATIONS:

• Experience: 1-3 years’ experience working with underserved and vulnerable populations and working with community resource programs is preferred.
• 1-3 years’ experience demonstrating the ability to effectively train, coach and supervise others and build a collaborative team.

• Minimum of a high school diploma or equivalent is required. Associate or bachelor’s degree in a related field preferred.
• Ability to attain an excellent level of knowledge of eligibility and enrollment rules; qualified health plan options; and privacy and security standards.
• Knowledge of community resources, including mainstream resources.
• Demonstrated ability to work effectively with underserved and vulnerable populations.
• Ability to successfully complete all required and applicable federal and/or state consumer assistance training.
• Must be able to work independently and as a collaborative team member.
• Must have excellent oral and written communication skills and advanced computer skills.
• Must have excellent interpersonal skills.
• Experience working with diverse population groups.
• Must maintain a valid driver’s license, dependable transportation, and be able to travel between health center sites and throughout the health center’s service area.
• Must be flexible to work evening and weekend hours as needed.
• Fluency in Nepali and/or Spanish preferred.
• Willingness to receive a community health clinic recommended immunizations.