Enrollment Specialist Manager

Our client is seeking an Enrollment Specialist Manager. Are you passionate about championing customer outcomes and creating exceptional experiences? As an Enrollment Specialist Manager, you will lead a team of six to eight Enrollment Specialists. In this role, you will be responsible for ensuring high levels of customer satisfaction and successful outcomes through optimizing your team’s resources. You'll employ effective communication, task management, and coaching skills to drive the performance of your team. If you thrive in a dynamic, fast-paced environment and enjoy making a meaningful impact, we want to hear from you.

Responsibilities

• Lead and inspire a team of remote Enrollment Specialists, fostering trust-worthy relationships and enhancing customer experiences.
• Utilize exceptional communication skills to continuously train, educate, and guide Enrollment Specialists, especially when there are system or process changes.
• Being available and open for questions and coach-able moments for the Enrollment Specialists
• Embody the organization's values at every touch point, demonstrating a commitment to delivering proactive support and guidance.
• Analyze survey feedback, and employee enrollment documentation to identify areas for improvement and provide coaching and feedback to Enrollment Specialists.
  • Identify gaps/potential enrollments where applications haven’t been processed.
  • Identify gaps/potential issues with binder/autopay set up.
• Oversee the scheduling and task coordination of the team, ensuring optimal state licensure coverage and productivity.
• Onboard new clients by gathering information from internal Account Management and Consulting teams, and coordinate a meeting with your team to share information prior to the client’s open enrollment.
• Continuously evaluate team performance metrics and generate comprehensive reports for senior management.
• Collaborate with cross-functional teams to implement process improvements and drive operational excellence.
• Perform quarterly performance reviews for permanent Enrollment Specialists on your team.
• Navigate delicate or complex situations with employees, employers, brokers, or insurance carriers when empathy and communication are paramount. 

Requirements

• A minimum of one year experience in managing and leading remote teams, preferably in a call center or customer service environment is a plus.
• Preferred experience in the health insurance industry, specifically in employee benefits and/or personal insurance.
• Previous experience in Customer Success, Advocacy, Relationship Management, or Account Management is a plus.
• Ability to organize and self-direct.
• Exceptional communication and listening skills.
• Passionate about building and maintaining relationships.
• An elevated level of accuracy and attention to detail.
• Strong technology skills, including proficiency in CRM software and navigating various tools.
• Availability to work on a full-time basis.

Location

• This role is based out of the office in Omaha, Nebraska; but candidates hired into this role may work remotely anywhere in the US.