Enrollment Supervisor

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

The Exchange embraces the following equity statement adopted by our Board of Directors:

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange's area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

SUMMARY

The Enrollment Supervisor works in close coordination with the Enrollment Manager to lead and support the Enrollment Team and all enrollment functional and operational activities. The Enrollment Supervisor will supervise the staff responsible for enrollment operations, and monitor and ensure service level agreements related to reconciliation and consumer escalation resolution are adhered to. The Enrollment Supervisor supports the Enrollment Manager and Team with subject matter expertise on enrollment-related federal and state regulations, such as the Affordable Care Act and State Premium Assistance, as well as all enrollment-related systems, and reconciliation with CMS, the IRS, and insurance carriers.

The Enrollment Supervisor will develop and implement operational processes and provide operational support and coordination for projects, systems, and activities related to Enrollment. The Enrollment Supervisor will represent Enrollment in cross-team and cross-departmental work, and may be delegated to make programmatic decisions in support the Enrollment Manager. The Enrollment Supervisor will also support the development and maintenance of internal and external Enrollment guidance.

DUTIES AND RESPONSIBILITIES

• Supervision includes but is not limited to: recruiting and onboarding staff, training and development (coaching/mentoring, development planning), 1:1 check-ins, performance management (discipline, performance feedback and review), goal setting and monitoring (in coordination with Enrollment Manager and staff).

• Manage the team's workloads and assign projects as needed; remove roadblocks and obstacles and provide guidance to ensure the Enrollment Team can conduct reconciliation and escalation resolution activities.

• Provide mastery-level expertise in enrollment-related systems and functions, including Edifecs, Healthplanfinder, and account worker tools, to the Enrollment Team, Operations Department, and other WAHBE teams.

• Develop and provide training, communication, and floor support to the Enrollment Team for changes in enrollment-related systems, processes, and procedures.

• Coordinate with the Enrollment Manager to represent Enrollment in the Agile process: make programmatic decisions and recommendations regarding RFC submission, requirements gathering, design, prioritization, and implementation for enhancements or defect resolution of Healthplanfinder systems.

• Work directly with WAHBE management and teams to provide information, updates, and recommendations regarding high urgency escalations and system issues, to reduce risk to the organization.

• Support data reconciliation and program integrity processes through development and maintenance of internal and external Enrollment guidance, direct customer service, outreach, and coordination with carriers and all areas and teams within the Exchange that intersect with or impact reconciliation or customer service.

• Maintain confidential customer records, statistical data, and tracking information; submit required reporting information in a complete, accurate and timely manner.

• Develop business processes and procedures, and provide and implement recommendations for process changes and workarounds for system defects or gaps.

• Assist the Enrollment Manager with the development of strategic goals, metrics, and reporting; develop and implement processes to optimize reconciliation and consumer escalation resolution.

• Act on behalf of the Enrollment Manager when the manager is not available.

• Other duties as assigned.

QUALIFICATIONS

Required:

• Bachelor's degree AND three years of experience in enrollment, reconciliation, systems analysis, assisting clients, or the social services in the healthcare and/or health insurance field. At least one year of experience must be as an analyst in a reconciliation, enrollment, or healthcare system setting. Additional qualifying experience may substitute year for year for education.

• Demonstrated mastery of enrollment-related systems and processes.

• One year of experience leading or supervising staff.

• Ability to maintain high level of confidentiality.

• Proficient in MS Office software package including MS Excel.

• Excellent written and verbal communication skills with the ability to communicate effectively regarding complex or sensitive information or issues.

• Ability to manage diverse, complex projects, balance multiple priorities, and communicate progress in written or oral form.

• Demonstrated attention to detail, well-organized, flexible, proactive, resourceful, and efficient.

• Demonstrated ability to earn the trust, respect, and confidence of co-workers, carriers and customers through consistent honesty, forthrightness, responsibility and professionalism in all interactions.

• Strong interpersonal skills; ability to work with diverse client populations, as well as all levels of internal management and staff. Experience and ability to build relationships with other teams and partners.

• Motivated self-starter with initiative to creatively and proactively problem solve and accept responsibility and remain accountable for independent decisions and judgments.

Desired:

• Experience working in the public sector or government field.

• Broad knowledge and understanding of the health care industry, including the commercial insurance market, Medicaid, or other health delivery systems.

• Experience with direct oversight of enrollment in a state or commercial insurance market.

• Knowledge of complex computer systems and applications.

• Ability to navigate a complex, technology-driven organization with interdependencies on vendors and state and federal agencies.

APPLICATION INSTRUCTIONS

This position will be open until we find a suitable number of candidates to review. If interested, please submit an application with a cover letter as soon as possible. The Exchange reserves the right to close the recruitment at any time.

SALARY INFORMATION

Full Salary Range: $72,098.00 to $108,146.00 annually, with midpoint at $90,

Hiring Range: $82,912.00 and $90,122.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.

The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.

BENEFITS

Take a peek at our benefits package.

WORKING CONDITIONS

Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.

The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL REQUIREMENTS

A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The result of this background screen must meet the Exchange's eligibility standards.

OTHER INFORMATION

The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.

This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.