Outreach & Enrollment Manager

Outreach And Enrollment Manager

Harbor Health operates two Elder Service Plan Programs of All-Inclusive Care for the Elderly (PACE), a program that allows frail elders to live in their homes and communities. Our Elder Service Plan has two medical and day centers in Mattapan and Brockton, MA and cares for more than 580 participants. We are seeking an Outreach and Enrollment Manager to join our team.

Harbor Health offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more!

Role:

The Outreach and Enrollment Manager is responsible for supporting the overall success, efficiency, and day-to-day operations of the Outreach and Enrollment Department under one integrated growth and enrollment model for Harbor's PACE Program (Program for All-Inclusive Care for the Elderly). This role focuses on creating smooth workflows, supporting staff performance, improving systems, and ensuring the department is organized to meet enrollment and growth goals.

The Manager works closely with Enrollment Specialists, Financial Specialists, Outreach staff and Leadership to oversee the full referral-to-enrollment process, remove barriers, improve communication, and ensure timely movement of cases from inquiry through enrollment.

This role also supports regulatory readiness by monitoring changes in applicable PACE, CMS/Medicare, MassHealth, and organizational requirements and assisting with implementation of updated processes, workflows, training, and documentation standards.

Our ideal candidate is organized, solutions-oriented, collaborative, data-driven, and skilled at leading teams through process improvement and operational change in a fast-paced healthcare environment.

Responsibilities:

• Oversees daily operations of the Outreach and Enrollment Department to ensure efficient workflows, clear accountability, and timely movement of referrals through the enrollment process.
• Supports an integrated referral-to-enrollment model where Outreach, Enrollment Specialists, and Financial Specialists work collaboratively to move cases end-to-end.
• Monitors departmental pipeline activity, identifies delays or barriers, and implements solutions to improve conversion and enrollment outcomes.
• Uses customer relations management (CRM) system, reporting tools, and key performance indicators (KPI) data to evaluate performance, identify trends, and recommend improvements.
• Develops and maintains standard operating procedures (SOPs), workflow guides, call quality standards, and documentation expectations. Coordinates recruiting, staff training, onboarding, coaching, workflow support, and ongoing professional development of assigned staff.
• Provides day-to-day guidance and support to department staff; partners with the Director on formal employee relations matters, with the Director retaining responsibility for disciplinary action and termination decisions.
• Assists leadership with staffing plans, workload balancing, and resource allocation based on departmental volume and priorities.
• Monitors and helps implement regulatory, compliance, CMS, MassHealth, and internal policy changes impacting marketing or enrollment operations.
• Ensures required materials, notices, enrollment packets, scripts, and participant communications remain current and compliant.
• Collaborates with Clinical, Finance, Operations, Compliance, and Leadership teams to improve handoffs, participant experience, and enrollment readiness.
• Supports outreach, referral source relationships, and community growth initiatives as needed.
• Participates in community, networking, and promotional events to support organizational growth goals.
• Prepares regular reports for leadership on pipeline activity, conversions, enrollments, staffing trends, and operational opportunities.
• Provides operational oversight and day-to-day support to Marketing and Enrollment Department staff, including Enrollment Specialists, Financial Specialists, and Marketing team members.
• Monitors individual and departmental KPIs, productivity, documentation standards, workflow adherence, and service expectations. Identifies performance concerns, trends, and opportunities for improvement, and reports findings with recommendations to the Director of Marketing and Enrollment.
• Provides supervision to outreach and enrollment staff; may participate in performance coaching, corrective action planning, and the development or administration of Performance Improvement Plans (PIPs) in collaboration with the Director.

Requirements:

• Bachelor's degree in business administration, marketing, healthcare administration, or related field or equivalent combination of education and relevant work experience required
• 3–5 years of experience in healthcare enrollment, operations, marketing, PACE programs, managed care, business development, or related field required
• Prior experience managing workflows, teams, or operational processes preferred
• Strong understanding of customer service, enrollment pipelines, and growth strategy
• Experience using CRM systems and reporting tools required.
• Strong Microsoft Office 365 skills, especially Excel, Word, Outlook and Teams
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities and deadlines
• Strong attention to detail and process follow-through
• Ability to work collaboratively across departments
• Bilingual preferred: English and Cape Verdean Creole, Haitian Creole, Spanish, or Portuguese
• Must be able to travel in a timely manner between Harbor sites and community locations as needed and work occasional evenings as needed

The salary range and/or hourly rate listed is a good faith determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement.

Hybrid, Monday - Friday Full Time, 40 hours weekly