Enrollment Manager - Remote

Centro

5d•$80,000 - $90,000•Remote

About The Position

The Enrollment Manager reports to the Enrollment Director and is responsible for overseeing and optimizing the entire enrollment process to ensure a seamless experience for clients, brokers, and carrier partners. This role involves implementing efficient enrollment procedures, building strong relationships with clients and brokers and internal partners while proactively seeking feedback to enhance the overall enrollment experience. The Enrollment Manager will also lead the Benefit Enrollment Team, ensuring that each team member delivers high-quality service and resolves client inquiries effectively. Duties will vary based on the time of year, clients currently being serviced, and needs within the organization.

Requirements

Excellent managerial and supervisory skills that are problem solving and solutions focused.
Excellent organizational skills and attention to detail.
Excellent written and verbal communication skills with proficiency in Microsoft Office Suite.
Ability to work effectively in a fast-paced environment and manage multiple priorities while quickly learning new processes and embracing change management/innovation.
Maintains composure and professionalism when dealing with difficult or complex situations.
Achieves/exceeds goals and targets.
This position requires approximately 90% on-site travel during peak season of September -December and 80% on-site travel the remainder of the year with remote work as needed. Candidates must have the flexibility to travel to various locations to support enrollment activities.
Must be willing to work evenings and weekends as needed to meet business demands, including during peak enrollment periods.
Licensed in Life and Health Insurance.
Must be Real ID compliant, with a valid driver’s license.
Minimum of 3 years related enrollment experience.
Prolonged periods of sitting at a desk and working on a computer.
Prolonged periods staring at a computer screen with consistent exposure to blue light/glare.

Nice To Haves

Bachelor’s degree in marketing, Business Management, Business Administration, or related field preferred.

Responsibilities

Client Management Implements strategies as directed by Client Executive to meet organizational goals and objectives; sets performance goals and monitors team productivity for success.
Creates and maintains the plan of enrollment (POE), including client information, engagement strategies, and enrollment logistics.
Develops and updates counselor scripts to align with client expectations, enrollment goals, and branding requirements.
Submits call branding information to internal IT team to establish proper integration and adherence to client specifications.
Manages and oversees counselor performance, providing guidance and support to achieve enrollment goals, providing recommendations and collaborating with Client Executive to adjust strategy as needed.
Collaborates across departments to support the client relationship.
Reviews counselor engagement metrics, including scheduling efficiency, script adherence, and conversion rates, reporting findings back to the Client Executive to refine strategy.
Manages escalated client issues, ensuring timely and satisfactory resolutions, keeping Client Executive aware and up to date.
Develop and maintain on-site and call center counselor schedules to optimize resource allocation and efficiency; collaborate with external partners to ensure the schedule aligns with business needs.
Oversee build and ensure accuracy of the scheduling tool.
Coordinate on-site support for group meetings, benefit fairs, and other meetings as necessary.
Conducts regular audits of the scheduling tool and talk desk to ensure data accuracy, compliance, and effective counselor participation in scheduled enrollments.
Internal Collaboration and Leadership Collaborate with internal departments including Account Management and Quality Assurance through regular weekly meetings to ensure successful coordination of the enrollments and new hire opportunities.
Collaborate with the designated Client Support Manager to coordinate efforts, streamline processes, and achieve successful completion of assigned tasks within established timelines.
Conducts counselor huddles and check-ins to reinforce best practices, address concerns, and improve performance.
Conduct counselor training in conjunction with the Account Manager.
Ensure that all enrollment staff are aligned with sales goals and objectives by working closely with the sales team to implement and refine product sales strategies.
Fosters a collaborative and supportive team environment to drive productivity and engagement; collaborate with New Hire Account Executive and Quality Assurance team to develop incentive programs, training materials, and quizzes to enhance team productivity and morale, aligning with the clients’ goals.
Coordinate travel for onsite enrollment team members.
Collaborate with the Quality Assurance department to ensure counselors adhere to established protocols for onsite recordings and scripting guidelines, monitoring results.
Serves as client’s main point of contact during enrollment process and will function as a back up to the account manager when needed to run client meetings.
Leads scheduling tool demonstrations for clients and broker partners.
Reporting/Misc. Conducts regular audits of Oracle, Scheduling tool, and other enrollment systems to ensure data accuracy and compliance with company policies.
Provides detailed reporting to senior management on the enrollment process and outcomes, such as overall premium, premium per interview, engagement, product performance, etc.
Measures productivity by analyzing performance data and activity reports.
Reviews, monitors, and answers counselor questions in the internal counselor chat and issue resolution log.
Collaborate with the Account Manager for completion of Monday tasks and duties.
Reviews and approves counselor expense reports.
Confirms counselor staffing needs and collaborates with the Account Manager to ensure all counselors have appropriate logins, licensing, and appointments