Job Description

TITLE:

Enrollment Coordinator

DEPARTMENT:

Member Services

REPORTS TO:

Member Services Manager

FLSA:

Non-Exempt

POSITION SUMMARY

The Enrollment Coordinator is responsible for the full onboarding of the patient from opt-it to ensuring the order ships timely. This includes following up on items needed like prescription, diagnosis code, copay approval, and additional requested items from operations. This candidate must be service-oriented, and sales driven with excellent organizational and record-keeping skills. The Enrollment Coordinator should have strong communication and interpersonal skills and should be able to deal with our patients with empathy and compassion. You are at the forefront of how the patient will interpret their experience with Conversio. The Enrollment Coordinator interfaces with potential patient by educating them on the benefits of our program, via multiple communication channels following company policy and onboarding outline. A 90-day probationary period will be in effect from the start date and upon satisfactory completion the employee will receive permanent status.

JOB RESPONSIBILITIES

ONBOARDING A PATIENT INTO CONVERSIO PROGRAM (OPTING THEM INTO SERVICE):

• Outbound communication using system generated enrollment files, while adhering to specific plan requirements, company policy, and documentation
• Inbound Calls adhering to specific plan requirements, company policy, and documentation
• Plan/Provider Referrals sent into Conversio. Communicate with new patient using referral to welcome them to Conversio Family and explain that their physician has onboarded them with our program
• Responding to inbound voicemails and emails for enrollment/intake team
• Rx Follow-up and request medical records with providers offices as needed or required
• Courtesy calls to patients to follow up on additional items needed to process shipment
• Act as liaison between patients, representatives, and providers to request prescriptions on patient’s behalf
• Ensure that intake documentation was done timely to successfully service the patient after initial onboarding and order shipped successfully to the patient.

OTHER ITEMS:

• Occasional patient refills via inbound overflow coverage
• Keep up to date on products and services Conversio Offers
• Provide product and service information as requested by patients, provider’s offices, or insurance representatives
• Manage assigned work queues as requested
• Escalate patient or provider issues needing special attention to management
• Follow company policy and procedures
• Adhere to all federal and state regulatory guidelines
• All other duties as assigned by department manager or leadership personnel

INFORMATION SHARING

• Participate in ongoing in-services and department meetings as requested by management
• Identify, resolve, and document any patient problems and/or complaints notifying management as required
• Maintain open communication channels between management, coworkers, and contracted vendors.
• Observe confidentiality with all patients, staff, and management
• Embrace the company’s mission, vision, and core values

QUALITY STANDARDS

• 98% accuracy on all calls
• Meets attendance standard of no more than 3 unapproved absences in a year
• No more than two complaints regarding employee not following Conversio Health company core values. This can come from internal department, external department, external vendors/patients, or leadership team.

ENROLLMENT COORDINATOR CAREER LADDER

• Must meet all requirements for Enrollment Coordinator job description and list provided under ladder description to move up
• Performance Rating on last evaluation must be Meets Expectations, Often Exceeds Expectations, or Consistently Exceeds Expectations across all goals to move up
• If all tasks are not completed annually, you have a subpar evaluation, or standards not met for current position on career ladder the Enrollment Coordinator will move down the ladder
• No written warning in the last 12 rolling months to qualify to move up on the ladder
• Reviews will take place on your work anniversary date or last promotion date
• Meets or exceeds items listed under Quality Standards

PREFERRED QUALIFICATIONS

• Bilingual (Spanish)
• Certified Medical/Healthcare Interpreter (CMI) by the national board
• Call Center Service experience including inbound/outbound calling within a call center environment or Medical Insurance broker/sales rep for facilitating enrollment application with plan carriers
• Telephonic customer service skills including the ability to make unsolicited calls (telephonic and written education to external clients), while maintaining good etiquette and providing accurate information
• Pharmaceutical and/or Healthcare sales experience
• Sales experience with positive track record
• Bachelor’s Degree or equivalent combination of education and experience preferred.

MINIMUM QUALIFICATIONS

• High school diploma or general education degree (GED) and three years of related experience and/or training; or equivalent combination of education and experience required.
• Excellent computer and office systems skills including all MS Office applications (Word, Excel, Outlook, PowerPoint) required and must be able to adapt quickly to learning new software
• Exceptional Oral and written skills
• Ability to multi-task possessing strong attention to detail and accuracy
• Excellent interpersonal skills
• Communicate and represent company in a positive, professional & energetic manner
• Maintain consistent and high level of quality service to our Patients
• Reliable
• Must be a self-starter with excellent interpersonal and communication skills with a talent for consumer engagement
• Must have the ability and desire to work in a highly productive, metrics driven, service environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

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

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

I understand and agree to uphold the written responsibilities listed in, but not limited to, this job description to the best of my ability. I also understand the intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbents of the position. Incumbents may be required to perform job-related tasks other than those specifically presented herein. I understand that my job description is to be used as a guide for the conduct in the employment setting and is not a contract or an offer of a contract of employment terms and cannot be relied on as such.

Company Description

Conversio Health is a truly integrated and innovative partner whose mission is to be the premier respiratory and home health pharmacy, meeting all needs with quality, empathy and efficiency. With our headquarters based on the beautiful Central Coast of California, Conversio Health has offered a unique and comprehensive approach to patient care for over 25 years. We have chosen to modify our approach from that of the traditional Pharmacy, as we see ourselves as a partner in care delivery, providing an important link between the patient, health plan care manager and the treating physician. Our emphasis is on quality rather than quantity, focusing on the individual patient's needs to ensure that each is armed with the tools necessary to lead an active healthy life. Conversio Health is a healthcare services and pharmacy provider with extensive experience in managing and treating chronic respiratory conditions. We work collaboratively in the delivery of care, in accordance with agreed upon medication adherence protocols. Conversio Health is a licensed pharmacy that serves patients in over 40 states, with nationwide distribution. We offer a dynamic work environment with immense opportunity to grow, competitive compensation and a comprehensive benefits package including health, dental and vision benefits, company-matched 401(k), life insurance, PTO and paid holidays. Criminal background checks and drug screens are completed prior to hiring.