Mobile Enrollment & Outreach Specialist

Access Health CT•Hartford, CT

About The Position

The Mobile Enrollment & Outreach Specialist plays a critical role in expanding access to health insurance, supporting in-person outreach efforts, and ensuring communities receive timely and effective enrollment assistance. This role involves traveling across the state to community events and organizations, engaging in-person with underserved populations, providing enrollment assistance, and collaborating with internal and external teams to strengthen Access Health CT’s mission. Post open enrollment, this position will switch focus from in-person assistance to office work resolving customer 1095-A issues and other customer service issues. The Mobile Enrollment and Outreach Specialist is a dual role that combines expertise in enrollment with community outreach. The ideal candidate is adaptable, customer-focused individual who is willing to travel throughout the state regularly and will do well in both community-facing and operational roles.

Requirements

Requires Associate degree in a relevant field or related equivalent experience.
5+ years’ relevant experience in community service, outreach, case management, customer service or non-profit work.
Valid CT Driver’s license
Reliable, registered, and insured vehicle for travel between locations. Insurance must meet CT’s minimum required liability coverage of Third-Party Liability: $25,000/$50,000; Property Liability: $25,000.
Ability to work evenings and weekends as needed for events/presentations/committee meetings/etc.
Experience working with diverse populations, including Medicaid and uninsured individuals.
Strong problem-solving skills and ability to navigate consumer enrollment challenges.
Excellent communication and interpersonal skills.
Advanced oral and written communication skills, as well as presentation skills.
Comfortable in front of large audiences in-person and virtually.
Ability to maintain confidentiality and handle sensitive information.
Strong skills in Microsoft office and Google docs.
Detail-oriented with strong organizational skills.

Nice To Haves

Bilingual
BA or BS in Social Worker/Services or related health degree
Knowledge of Access Health CT insurance.
Previous experience using CRM systems (e.g., HubSpot) to track engagement.
Experience conducting outreach in high-need communities.
Familiarity with social determinants of health and how they impact access to care.

Responsibilities

Independently provide in-person enrollment assistance at community events, job centers, fairs, and high-need locations across the state.
Assist individuals and families with completing applications with high attention to detail and accuracy
Utilize AHCT worker portal equipment and systems for enrollment procedures.
Provide comprehensive information about healthcare options to consumers
Address questions and concerns from potential enrollees and members of the community
Conduct educational presentations to inform individuals and groups specifically about the enrollment process
Maintain detailed records of all interactions and enrollment progress
Assist individuals and families in completing applications and troubleshooting enrollment challenges
Ensure culturally competent communication, supporting diverse communities in accessing health coverage.
Collaborate with navigators, community partners, and outreach staff to support events and expand community engagement efforts as on-site experts and at community locations.
Collect surveys, testimonials, and feedback from consumers at events and report insights to the outreach team.
Track common enrollment barriers or questions faced by consumers and report trends to improve outreach messaging.
Serve as an extension of the outreach team to identify new opportunities for partnerships or engagement.
Work at assigned static locations including Navigator sites and permanent facilities on a monthly rotation.
Serve as a mobile resource to ensure timely enrollment support and access especially for underserved populations.
Travel throughout the state to meet community needs, ensuring a broad and flexible presence statewide.
Serve various Connecticut communities including but not limited to: Bridgeport, Hartford, New Haven, Stamford, Danbury, Fairfield, Norwalk, Norwich, Bristol, Enfield, Groton, Hamden, Manchester, Meriden, Middletown, Milford, Stamford, Stratford, Torrington, New Britain, New London, Waterbury, West Hartford, West Haven, Willimantic and other major cities.
Maintain workspace cleanliness and organization.
Follow all facility-specific protocols and procedures.
Maintain clear communication with Manager, supervisors, and consumers.
Track and report daily enrollment statistics in reporting tool.
Maintain weekly reports on event participation, enrollment metrics, and community feedback.
Update HubSpot with contacts, partners, and leads.
Collaborate with other enrollment team members for follow-up coordination.
Document all consumer interactions and enrollment progress in worker portal.
Update CRM when collaborating with operations department.
Participate in regular team meetings and updates.
Implement and maintain COVID-19 safety protocols.
Maintain sanitation standards between appointments with consumers
Ensure compliance with all safety guidelines and requirement
Resolve 1095-A and/or other customer service issues using the following process: collect customer information, clarify the customer’s complaint, analyze customer needs, determine the cause of the problem; select and explain the best solution to solve the problem; complete correction or adjustment; follow-up to ensure resolution.
Utilize Worker Portal/Admin Tool/1095 Portal (HIX Systems)/Utility tool/Dispute portal to resolve escalated issues.
Log customer calls, case details and resolutions in the CRM.
Utilize all information sources appropriate to solve the 1095-A issues. These sources include, but are not limited to, insurance carriers, the Exchange’s legal department, and other Exchange departments.
Make outbound calls to consumers regarding their outstanding verification documents.
May also assist with consumer enrollment issues.