Enrollment Specialist

About this position

Care Collab is a mission-driven care management agency that delivers intensive, person-centered care coordination for some of New York’s most complex and underserved populations. We seek to help our members avoid hospitalization by improving their health equity and access to care. We work at the intersection of healthcare, housing, behavioral health, and social services—helping people navigate systems that weren’t built for them.

If you believe good care means meeting people where they are (literally and figuratively), you’ll fit here. We provide opportunities to impact our local NYC communities while growing skills and advancing within care management.

The Enrollment Specialist (ES) is a frontline role responsible for identifying, screening, and enrolling eligible individuals into Care Collab’s Health Home and Social Care Network (SCN) programs. Reporting to the Director of Enrollment, the ES manages a structured end-to-end intake process — from referral receipt through consent, documentation, and handoff to an assigned Health Home Care Manager (HHCM) or Community Health Worker (CHW).

This role requires consistent performance against defined daily and monthly targets, strict adherence to NYS DOH Health Home documentation standards, and full compliance with HIPAA and Care Collab agency policy at every stage of the workflow.

CORE FUNCTIONS OF ENROLLMENT PROCESS

The Enrollment Specialist is accountable for executing each stage of the member intake and enrollment workflow with accuracy, cultural competency, and full compliance with NYS DOH Health Home standards, HIPAA, and Care Collab agency policy. Documentation must be timely, complete, and audit-ready at every stage.

Referral Receipt & Initial Screening

Receive and review incoming referrals, conduct initial telephonic or in-person eligibility screening, verify Medicaid status and qualifying diagnoses, assess for SCN, and disposition each referral within 48 hours of receipt.

Member Outreach & Engagement

Conduct proactive multi-channel outreach (phone, text, field visit, community encounter) to engage prospective members, educate them on program benefits, address enrollment barriers, and coordinate language access services as needed.

Eligibility Verification & Informed Consent

Confirm full Health Home medical eligibility using MCO and Medicaid records, obtain signed Consent to Enroll before any care management activity begins, and completescreening and SCN consent for dually eligible members.

Complete all required enrollment documentation — demographics, diagnosis confirmation, consents, and risk stratification — and enter accurately into Foothold Care Management (FCM) and the SCNthe same business day enrollment is completed.

Case Handoff & Transition Support

Coordinate a warm handoff to the assigned HHCM or CHW with a complete member summary, maintain contact through the transition period until first contact by the receiving team member is documented, and elevate any delays or unresolved needs to the Director of Enrollment.

ADDITIONAL DUTIES & RESPONSIBILITIES

• Conduct cold outreach from MCO-provided lists and internal referral pools to maintain a consistent enrollment pipeline.
• Collaborate with Care Managers and CHWs to address barriers and monitor pending cases through to assignment.
• Participate in team meetings, case reviews, and required trainings as scheduled.
• Complete all mandatory compliance trainings on time, including HIPAA, Cultural Competency, Implicit Bias, and Health Home program orientation.
• Support community outreach events to increase member awareness and referral volume.

EDUCATION & EXPERIENCE REQUIREMENTS

One of the following education and experience combinations is required:

• High School Diploma or GED — with a…