Veteran Directed Care Enrollment Manager (47835)

Bay Aging • Urbanna, VA

9d • Hybrid

About The Position

The Enrollment Manager is responsible for overseeing enrollment processes and data management functions for the Veteran Directed Care (VDC) Program. This position leads enrollment activities, ensuring accurate, timely, and compliant processing of employer and employee enrollment packets, data entry, and program documentation. The Manager provides guidance and support to staff, prepares and reviews business and operational reports, maintains organized and secure records, and represents the program in meetings as needed. This role supports data integrity, compliance, and operational effectiveness across the VDC program. This key position reports to the Veteran Directed Care, Assistant Director.

Requirements

• High School diploma or equivalent required with a minimum of three to five years of bookkeeping experience.
• Education may be substituted for experience.
• Valid driver’s license required.
• Current Virginia Notary Commission or ability to obtain one.
• Must have, or be willing to obtain, an ID.me account to access federal databases.
• Strong customer service and interpersonal skills to establish and maintain effective, respectful working relationships with clients, co-workers, leadership, and external partners.
• Working knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and standard office equipment.
• Basic computer, calculator, and bookkeeping skills required.
• General accounting principles and proficiency in the use of Cumulus and CYMA.
• Working knowledge of community-based human services programs and practices.
• Working knowledge of data entry, data evaluation, and record maintenance.
• Strong verbal communication skills, including face-to-face and telephone interactions.
• Clear, concise written communication skills for emails, letters, memos, and reports.
• Ability to mediate conflict and engage clients in productive, solution-focused conversations.
• Ability to maintain confidentiality and handle sensitive client information appropriately.
• Strong attention to detail with the ability to enter and maintain accurate data in a timely manner.
• Strong organizational skills with the ability to prioritize, multitask, and meet recurring deadlines.
• Ability to appropriately delegate responsibilities to ensure effective workload distribution and operational efficiency.
• Ability to work independently when necessary, managing a variety of tasks autonomously while providing regular updates to supervisors and co-workers.
• Ability to work well under the pressure of recurring deadlines.

Nice To Haves

• Cross-trains with other staff to gain working knowledge of VDC BIT, Billing, and Customer Service functions.

Responsibilities

• Provides ongoing supervision, coaching, and performance guidance to Enrollment support staff; ensures work is completed accurately, timely, and in accordance with program standards.
• Leads recruiting, hiring, and onboarding of new team members, including training on essential tasks, projects, and program procedures.
• Conducts performance evaluations, sets performance goals, monitor progress, and addresses performance issues according to departmental policies.
• Identifies training and development needs and support staff professional growth; ensures cross-training on all essential functions.
• Assigns tasks and monitors workload distribution to ensure operational efficiency and effective customer service.
• Prepares reports on team performance, service metrics, and operational activities; escalates critical issues to leadership as appropriate.
• Handles all escalated enrollment situations and calls from the Options Counselors, Employers, VA Coordinators, and other internal and external stakeholders; researches issues, determines appropriate resolutions, and ensures timely follow-up.
• Manages staff scheduling and leave requests to ensure adequate coverage and continuity of service for the Enrollment department.
• Promotes positive team environment and fosters collaboration, communication, and engagement among staff.
• Oversees the automated production of electronic VDC employer and employee enrollment packets in Cumulus.
• Trains and supports staff in the use of Cumulus to generate and manage electronic enrollment packets accurately and efficiently.
• Reviews and updates enrollment forms annually to ensure accuracy, compliance, and alignment with program and regulatory requirements.
• Coordinates with Cumulus staff to develop and implement enrollment packets for new states as needed.
• Monitors packet generation processes to ensure quality control, data integrity, and timely delivery.
• Oversees the timely review of completed electronic VDC employer and employee enrollment packets within Cumulus.
• Trains and supports staff on reviewing packets for completeness, accuracy, and compliance with program and regulatory requirements.
• Coordinates with the Options Counselors to obtain missing or incomplete documentation and ensure packets are finalized by established processing deadlines.
• Ensures staff obtain and verify federal tax identification numbers and confirm all required documentation is complete prior to approval.
• Trains staff to notify the Options Counselors of packet approval status in a timely manner through Cumulus.
• Monitors Cumulus dashboards and reporting tools to ensure compliance with 30-day enrollment completion benchmarks.
• Conducts quality assurance reviews to ensure ongoing accuracy and consistency.
• Provides backup support to staff as needed to maintain workflow continuity.
• Oversees the accurate and timely entry of employer and employee information into Cumulus and CYMA to meet payroll deadlines.
• Trains and supports staff in setting up new employers and employees in Cumulus and CYMA.
• Monitors data entry processes to maintain accuracy, consistency, and compliance with payroll and program requirements.
• Provides back-up support to staff as needed to ensure payroll deadlines are met.
• Serves as the subject matter expert for Cumulus, providing setup, training, and ongoing support to FMS staff.
• Oversees the automated enrollment process within Cumulus to improve efficiency and accuracy for staff and clients.
• Prepares and analyzes reports from Cumulus to support VDC program operations and decision-making.
• Serves as Administrator for the HireRight software system used from criminal history checks, ensuring proper use, and compliance with program policies.
• Oversees completion of all reporting related to new hires, including New Hire Reporting, Criminal History and Sex Offender Searches, and List of Excluded Entities & Individuals searches for both employees and vendors (new hire and monthly).
• Manages the setup of Rapid Pay Card accounts and the distribution of Direct Deposit letters to ensure timely payroll processing.
• Ensures all new hire processes and reporting are completed accurately, in compliance with program policies and regulatory requirements.
• Provides guidance and support to staff as needed to maintain compliance and timely completion of reporting tasks.
• Oversees the accurate and timely updating of employer and employee information in Cumulus and CYMA.
• Updates addresses, phone numbers, email addresses, tax exemptions, direct deposit changes, employee terminations, consumer closings, and veteran closure information.
• Completes employment verification requests, unemployment separation requests, and wage verification requests, coordinating with the Options Counselors as needed to obtain supporting documentation.
• Maintains an up-to-date list of all Power of Attorney documents.
• Scans and files all applicable employer, consumer, and employee forms in Cumulus and in appropriate physical or digital files to ensure accurate recordkeeping.
• Monitors data accuracy and completeness, providing guidance and support to staff as needed.
• Oversees the processing of employer tax documents, including IRS Forms 2678 and 8821, ensuring accuracy and timely submission.
• Prepares and distributes bi-weekly reports related to tax documents and other relevant employer information to internal teams.
• Manages the workers’ compensation process, including obtaining policies, renewing Markel policies, and completing required audits.
• Sends bi-weekly updates on workers’ compensation activities to internal teams to maintain compliance and operational awareness.
• Provides guidance and support to staff as needed to ensure accurate processing and reporting.
• Gathers information and prepares reports as requested; performs other duties as assigned in support of the VDC program.
• Assists with additional departments and services as assigned or as operational needs require.
• Cross-trains with other staff to gain working knowledge of VDC BIT, Billing, and Customer Service functions.
• Assists with customer service inquiries from clients and staff as needed, providing accurate and professional support related to the VDC program.

Benefits

• Bay Aging is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination on the basis of race, color, religion, sex, national origin, age, veteran or disability status.
• Bay Aging is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED