Enrollee Services Director – Remote in KY

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Enrollee Services Director role involves managing Health Plan Enrollment Services and member experience in Kentucky, serving as a liaison with state partners, and ensuring seamless onboarding of new members. Responsibilities include strategizing enrollment processes, resolving member issues, overseeing reporting, managing member call center operations, and coordinating with community teams. Candidates must have a relevant undergraduate degree or equivalent experience, Kentucky residency with travel readiness, supervisory experience, Medicaid knowledge, project management skills, and proficiency in MS Office, with advanced degrees and healthcare plan experience preferred.

As the Enrollee Services Director, you’ll be responsible for overseeing all the Health Plan Enrollment Services, including Member Experience, and will be a liaison between the Health Plan and the Commonwealth of Kentucky partners. This requires a solid understanding of the enrollment process and member experience. This role will be responsible for driving the full implementation of all new enrollees’ coming on board in a specific timeframe.  

If you are located within the Commonwealth of Kentucky, you will have the flexibility to work remotely* as you take on some tough challenges. This position has a 25% travel requirement within the Commonwealth of Kentucky including traveling to the Louisville office a minimum of twice a month for in-person meetings and attending community partner meetings and conferences as needed.

Primary Responsibilities:

• Drive the strategy on making the enrollment process as seamless as possible for new members 
• Identify member experience issues and resolve operational problems using defined processes, expertise and judgment including oversight of NPS and member advisory committee 
• Responsible for state required reporting on a monthly, quarterly and annual basis  
• Help create new solutions to address difficult and long-standing challenges in improving health care outcomes including development and oversight of value added benefits  
• Set priorities to ensure task completion and performance goals are met for Enrollment Services 
• Oversee member call center functions and member materials creation and execution, including member handbook, ID card, welcome kit materials and member website 
• Manager member advocates, vendor oversight and community facing teams 
• Communicate any issues we are seeing from an enrollment perspective to the KY DMS state partners and ensure the adoption of policies, processes and best practices required for success 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3+ years project management or strategy development and execution  
• 2+ years of Medicaid experience  
• 1+ year of supervisory / leadership experience 
• Proficiency with MS Office, which includes the ability to navigate and learn new and complex computer system applications 
• Proven solid history of quickly gaining credibility, partnering with business leaders and exhibiting executive presence 
• Proven ability to articulate business strategies and formulate concise solutions to complex problems 
• Resident of Kentucky and willing to travel to the Louisville based office and meetings/conference across the state as needed    

Preferred Qualification:

• Health Care Plan related experience 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $110,200 to $188,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.