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Enrollment Supervisor

Fort Pierce, FL

Order: 177080
TempToFT

The Enrollment Supervisor is responsible for supervising the staff assigned to handle enrolling team members, including but not limited to enrollment/dis-enrollments and choice counseling, as well as assisting members through a complaint/grievance process, including appeals. In addition, the supervisor will assist with the data entry/mail room teams to ensure efficient operation.

Responsibilities:

  • Monitor the performance of Enrollment Specialists and provide feedback and education to staff to meet and exceed individual goals.

  • Compose and deliver monthly, annual and as-needed performance reviews with the staff.

  • Maintain up-to-date knowledge of all Enrollment Specialist programs and systems as well as the performance requirements and Corporate/Project policy and procedures.

  • Assist Enrollment Specialists in responding to consumer inquires and appeal requests as well as handle escalated calls, including complaints as needed.

  • Assist with Enrollment Specialist training classes.

  • Meet Quality Assurance (QA) and other key performance metrics.

  • Evaluate the need for training to ensure specialists maintain current knowledge of multiple programs and work closely with the Quality Assurance and Training departments on the implementation of quality and training initiatives.

  • Report any personnel-related issues to Management and/or Human Capital.

  • Anticipate issues proactively and escalate to management, as appropriate.

  • Review and provide feedback on Enrollment Specialist documentation and processes.

 

Qualifications:

  • High school diploma or GED required; Associate's degree preferred or equivalent work experience

  • Minimum of 6 months of lead/supervisor experience with a minimum team size of 10-15.

  • Excellent organizational and interpersonal skills.

  • Excellent verbal and written communication skills.

  • Ability to de-escalate callers effectively.

  • Ability to perform comfortably in a fast-paced, deadline oriented work environment.

  • Ability to successfully execute many complex tasks simultaneously.

  • Attention to detail.

  • Ability to work as a team member, as well as independently.

  • Strong analytical skills and ability to manage difficult situations and the stress associated with them.

  • Must demonstrate ability to work effectively with Microsoft Word/Excel and email, in addition to familiarity with Call Center software and reporting.

  • Experience in Customer Service.

  • Ability to lead and manage teams who are goal oriented.

  • Must be able to remain in a stationary position for an extended period of time.

  • Work is constantly performed in an office environment.

  • A minimum of one year of lead/supervisor experience; health or social services field preferred.

  • Customer Service experience in a Contact Center with human services, healthcare or a service related field preferred.

 

Job Type: Full-time

Pay: $40,000.00 per year