• Conducts the enrollment process with the person served and their circle of support (i.e., families, guardians) in a timely manner. • Ensures enrollment documents are complete and accurate. • Recommends improvements to internal process/systems to prevent future issues and to enhance service experience. • Maintains confidentiality and HIPAA compliance. • Upholds company values and mission. • Other duties as assigned.

Role Description Sentara Health Plans Community Care is looking to hire a Remote Enrollment Specialist. This is a remote position available in the following states: - Virginia - North Carolina - Alabama - Delaware - Florida - Georgia - Idaho - Indiana - Kansas - Louisiana - Maine - Maryland - Minnesota - Nebraska - Nevada - New Hampshire - North Dakota - Ohio - Oklahoma - Pennsylvania - South Carolina - South Dakota - Tennessee - Texas - Utah - Washington (state) - West Virginia - Wisconsin - Wyoming The Enrollment Specialist is responsible for all areas of enrollment, group information, and researching with response to all inquiries related to member, employer, and eligibility. Provides quality service and customer satisfaction through accurate entry of data and communication to internal and external customers. Qualifications - High School Diploma - 1 year of customer service required Requirements - Market-competitive compensation packages, inclusive of base pay, incentives, and benefits. - Base pay rate for Full-Time employment: $16.92/HR – $25.38/HR. - Additional compensation may be available for this role such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Benefits - Medical, Dental, Vision plans - Adoption, Fertility and Surrogacy Reimbursement up to $10,000 - Paid Time Off and Sick Leave - Paid Parental & Family Caregiver Leave - Emergency Backup Care - Long-Term, Short-Term Disability, and Critical Illness plans - Life Insurance - 401k/403B with Employer Match - Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education - Student Debt Pay Down – $10,000 - Reimbursement for certifications and free access to complete CEUs and professional development - Pet Insurance - Legal Resources Plan - Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

• Enroll patients in chronic care management and/or remote patient monitoring programs • Make outbound calls to patients and provide information about programs • Explain program benefits, patient financial responsibility, obtaining consent, processing device shipment, and enrolling in the program(s) • Ensure a seamless, complete, and effective enrollment process for patients • Be the initial point of contact for calls for pending enrollees • Manage a high open caseload until the enrollment process is complete • Provide exceptional customer service and positive experience for potential patients/caregivers • Navigate multiple systems and portals to input patient enrollment information • Achieve monthly new enrollee goals • Additional duties as assigned

Role Description This is a ground-floor opportunity to join a growing care navigation program at a moment when your contribution will directly shape how it scales. As an Enrollment Specialist, you are the first human voice a patient hears — and your job is to make that call count. You will introduce patients to a program designed to support their health and everyday needs, earn their trust, navigate their questions and hesitations, and secure their participation. This is an elevated, patient-centered outreach role in a healthcare context. The right person brings warmth and persistence in equal measure, is energized by meaningful conversations with older adults, and understands that a successful enrollment isn't measured by a verbal yes — it's measured by a patient who shows up. This program is early-stage, and this role is being built in real time. Processes will evolve, priorities will shift, and some days the answer to "how do we do this?" will be "let's figure it out together." If that sounds frustrating, this isn't the right fit. If that sounds like an opportunity, keep reading. We’ll be looking for a partner that can provide feedback and help us shape the program as it evolves. What You'll Do - Patient Outreach & Enrollment - Queue Management: Conduct outbound outreach to prospective program participants, working a structured referral queue with consistency and professionalism. - Patient-Centered Communication: Introduce the program using plain, accessible language — communicating tangible benefits without clinical jargon or unnecessary complexity. - Relationship Building: Build rapport with older adults, including those who may be skeptical, confused, or reluctant. - Objection Handling: Proactively address common concerns and objections with warmth and confidence. - Compliance & Consent: Obtain all required verbal consents individually and in sequence — consent documentation is a hard compliance gate; no scheduling proceeds without it. - Data Management: Gather required patient information during the outreach call and record it accurately in real time across applicable systems. - Intake & Enrollment: Complete and document a clinical intake questionnaire with prospective patients who wish to enroll in the program. - Appointment Scheduling: Coordinate and schedule the patient's initiating clinical appointment upon successful enrollment. - Documentation & Compliance - Real-Time Documentation: Document all required information in real time during and immediately following each patient call. - Rigorous Compliance: Follow all consent and compliance procedures without exception — consent gates apply strictly regardless of volume pressure or time constraints. - System Accuracy: Log all outcomes and relevant patient details in program systems consistently, accurately, and thoroughly. - Professional Growth: Respond constructively to quality reviews, call coaching, and performance feedback — structured coaching is a regular and vital part of this role. KPI’s You’ll Drive - Outreach attempts per day — number of calls and contacts made - Contact rate — % of outreach attempts that result in a live conversation with the patient - Attempts to contact — average number of touches required to reach a patient - Enrollment rate — % of contacted patients who consent and are enrolled with a same-call appointment booked - E/M show rate — % of enrolled patients who complete their initiating clinical appointment; this is the true measure of a successful enrollment - Re-engagement Rate — % of initially unreachable or hesitant patients successfully converted after follow-up outreach - Documentation accuracy & timeliness — % of calls with complete, same-day documentation - Call quality score — from structured coaching and QA reviews; measures compliance gate adherence, rapport, plain language use, and objection handling Qualifications - Must be located in Alberta, Canada - Must be authorized to work in Canada without employer sponsorship - Must be fully available to work Saturday-Wednesday, 9am-6pm EST - Must have an active Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA) credential from a nationally recognized certifying organization - Remote work experience with a demonstrated track record of self-directed performance - 1+ years of patient-facing healthcare experience in any of the following settings: enrollment, medical front office, senior care, or value-based care programs - Proven outbound sales, conversion, or telephonic outreach experience - Track record of objection handling and closing in a high-volume call environment - Ability to sustain energy, warmth, and professionalism across a full day of back-to-back calls - Comfortable and effective engaging with older adults, including those who are skeptical or hard to reach - Able to navigate multiple systems simultaneously during a live call — multi-screen proficiency required - Compliance-oriented — you understand that process gates exist for a reason and don’t cut corners under pressure - Metric-oriented mindset — tracks own performance, owns follow-through without being directed - High school diploma or equivalent required; associate’s or bachelor’s degree preferred - Builder mentality — you see the gap, you fill it, and you document how you did it so others can follow - Nimble and adaptive — you thrive in ambiguity and treat a fast-changing environment as an opportunity, not a stressor - Tech-forward — comfortable navigating multiple platforms simultaneously during a live call; quick to learn new tools and disciplined about real-time documentation - Resilient problem-solver — you don’t wait for perfect conditions; you find a way - Low ego, high output — equally comfortable owning the detail work and showing up credibly in strategic conversations Nice to Have - Experience working with Medicare-enrolled or older adult populations - Familiarity with EHR, referral management, or care coordination platforms - Bilingual (Spanish or other languages depending on target population) Why This Role - Ground-floor opportunity to help build a program from day one — your work will directly shape how we grow - Close partnership with program leadership — your observations and insights will matter - Meaningful, mission-driven work with visible impact on the patients you enroll - Competitive compensation with growth trajectory tied to program expansion What We Offer - Competitive Hourly Rate with Monthly Performance Bonus Opportunity - 100% Remote / No Travel Required - 2 Weeks Accrued Vacation Per Year - Holiday Pay for all Statutory Holidays, with Premium Pay for Holiday Hours Worked