Member Outreach and Enrollment Manager

Greater Lawrence Family Health Center•Methuen, MA

9h•Onsite

About The Position

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program. GLFHC is currently seeking a Member Outreach & Enrollment Manager to join our Operations team. This role is responsible for overseeing daily outreach and enrollment operations, supporting MassHealth redetermination activities, and ensuring continuous patient access to healthcare coverage. The Manager will provide leadership to outreach and enrollment staff while ensuring compliance with regulatory requirements and alignment with ACO performance goals.

Requirements

3–5 years of experience in healthcare operations, outreach, or enrollment services required
Associate’s Degree required
Excellent communication, organizational, and leadership skills required
Experience with EMR systems, enrollment platforms, and Microsoft Office
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Prior supervisory or lead experience preferred
Strong knowledge of MassHealth eligibility and redetermination processes preferred
Bachelor’s Degree in Healthcare Administration, Public Health, Business, or related field preferred

Responsibilities

Supervise, coach, and support outreach and enrollment staff, ensuring productivity and adherence to workflows
Oversee MassHealth redetermination efforts, ensuring timely and accurate application completion and submission
Provide hands-on enrollment support, including assisting patients with applications, documentation, and eligibility issues
Monitor staff performance, conduct evaluations, and support onboarding and ongoing training
Serve as an escalation point for complex enrollment cases and member concerns
Oversee ACO member roster management, ensuring accuracy of eligibility, enrollment status, and attribution
Collaborate with internal departments (Call Center, Registration, Care Management, HIM, IT) to resolve discrepancies
Track and analyze performance metrics, including outreach success, timeliness, and completion rates
Prepare reports and support audits, ensuring compliance with MassHealth regulations and internal policies
Identify workflow improvements and implement process enhancements
Participate in cross-functional meetings and communicate updates, policy changes, and expectations clearly to staff