Role Description The Enrollment Specialist is responsible for managing member enrollment and eligibility information for employer groups. This includes processing enrollment changes, updating member records, researching discrepancies, and ensuring all information is accurately reflected in Sentara's systems. Accuracy is critical because errors can impact a member's health coverage, pharmacy access, and claims processing. - Process enrollment and eligibility updates for group health plan members. - Review and maintain member data from emails, applications, and electronic enrollment files. - Research and resolve enrollment issues and system discrepancies. - Respond professionally to customer and group inquiries through email. - Ensure all updates are completed accurately and in a timely manner. - Manage a high volume of work while maintaining quality standards. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 21, 2026.

• Responsible for reviewing plan provisions and applying specific rules inherent to Individual or Group enrollment scenarios. • Apply contractual, state and federal guidelines as appropriate, ensuring work is in compliance with federal and state regulations. • Provide technical support to assigned teams/strategic implementation partners by researching and/or troubleshooting issues related to processing, system, and software applications. • Serve as a resource for customers by researching complex systems issues impacting member eligibility and determining appropriate course of action. • Escalate issues or concerns to ensure desired results. • Conduct performance audits to ensure transaction compliance, accuracy and timeliness. • Identifies, recommends and implements process improvements. • Represent department on cross-functional teams and meets with external customers as required. • Regularly reviews procedures and training material for in-team and strategic implementation partner training, through partnership with the training and quality coaching teams, to outline and implement improvements for increased efficiency. • Provide back-up and peak-load assistance across Enrollment & Billing as needed; complete special projects and perform other duties as assigned. • Track, monitor, update, and follow-up with strategic implementation partner on audit findings, action plans, and information requests to ensure each item on the action plan is completed in a timely and accurate manner. • Process plan changes, dependent add-ons, direct transfers, transfer accumulators and more challenging types of enrollments. • Update eligibility, enrollment and/or billing of accounts. • Contact customers or Producer agents for enrollment clarification and/or to provide administrative/regulatory guidelines. This may include creating written correspondence regarding complex billing and enrollment issues. • Must meet or exceed department production and quality standards and remain current on company/departmental policies and procedures. • Educate agents and members on general membership and billing processes and administrative rules; may include Web portal usage and contract or regulation interpretation. • Perform other duties as assigned.

• Engage with potential patients through outbound calls to promote and enroll them in our services. • Provide detailed information about our services, highlighting the benefits and features to prospective patients. • Address inquiries, concerns, and objections effectively to secure enrollments. • Guide patients through the enrollment process, ensuring all necessary information is collected accurately. • Maintain up-to-date knowledge of enrollment policies, procedures, and compliance requirements. • Maintain a patient-focused approach to enhance the overall enrolling experience. • Collaborate with team members to share best practices and strategies for achieving enrollment/metric goals. • Communicate effectively with other departments to ensure seamless service delivery and customer satisfaction. • Participate in training sessions and team meetings to stay informed about services and industry trends. • Achieve and exceed monthly enrollment targets and performance metrics. • Track and report enrollment activities, outcomes, and performance to supervisors. • Utilize CRM (Salesforce) software to document patient interactions. • Adhere to all company policies, procedures, and ethical standards. • Ensure compliance with regulatory requirements and company guidelines during the sales and enrollment process. • Maintain accurate and secure records of customer interactions and transactions.

• Conduct high-volume inbound and outbound patient outreach through phone to educate, engage, support, and enroll eligible patients. • Explain the purpose, benefits, and value of care management programs in a clear, accurate, and patient-friendly manner. • Build rapport with patients while professionally addressing questions, concerns, and enrollment objections to encourage participation. • Manage the Scheduling inbox by responding to patient inquiries, triaging requests, routing clinical concerns, and ensuring timely follow-up in accordance with established workflows. • Accurately document patient interactions, outreach attempts, enrollment outcomes, and other required information in a timely manner. • Collaborate with client care teams, providers, and internal partners to ensure a seamless patient experience and continuity of care. • Follow established outreach workflows, scripts, quality standards, and compliance requirements while adapting conversations to meet individual patient needs. • Identify and escalate patient concerns, engagement barriers, and operational issues while effectively managing competing priorities and contributing to process improvements that support enrollment success.