Veteran Directed Care Enrollment Manager

Job Details:

Job Location:

Bay Aging - Urbanna, VA, Position Type:
Full Time, Salary Range: $55000.00 - $65000.00

Salary/year

The Enrollment Manager is responsible for overseeing enrollment processes and data management functions for the Veteran Directed Care (VDC) Program. This position leads enrollment activities, ensuring accurate, timely, and compliant processing of employer and employee enrollment packets, data entry, and program documentation. The Manager provides guidance and support to staff, prepares and reviews business and operational reports, maintains organized and secure records, and represents the program in meetings as needed.

This role supports data integrity, compliance, and operational effectiveness across the VDC program. This key position reports to the Veteran Directed Care, Assistant Director.

• Provides ongoing supervision, coaching, and performance guidance to Enrollment support staff; ensures work is completed accurately, timely, and in accordance with program standards.
• Leads recruiting, hiring, and onboarding of new team members, including training on essential tasks, projects, and program procedures.
• Conducts performance evaluations, sets performance goals, monitor progress, and addresses performance issues according to departmental policies.
• Identifies training and development needs and support staff professional growth; ensures cross-training on all essential functions.
• Assigns tasks and monitors workload distribution to ensure operational efficiency and effective customer service.
• Prepares reports on team performance, service metrics, and operational activities; escalates critical issues to leadership as appropriate.
• Handles all escalated enrollment situations and calls from the Options Counselors, Employers, VA Coordinators, and other internal and external stakeholders; researches issues, determines appropriate resolutions, and ensures timely follow-up.
• Manages staff scheduling and leave requests to ensure adequate coverage and continuity of service for the Enrollment department.
• Promotes positive team environment and fosters collaboration, communication, and engagement among staff.

• Oversees the automated production of electronic VDC employer and employee enrollment packets in Cumulus.
• Trains and supports staff in the use of Cumulus to generate and manage electronic enrollment packets accurately and efficiently.
• Reviews and updates enrollment forms annually to ensure accuracy, compliance, and alignment with program and regulatory requirements.
• Coordinates with Cumulus staff to develop and implement enrollment packets for new states as needed.
• Monitors packet generation processes to ensure quality control, data integrity, and timely delivery.

• Oversees the timely review of completed electronic VDC employer and employee enrollment packets within Cumulus.
• Trains and supports staff on reviewing packets for completeness, accuracy, and compliance with program and regulatory requirements.
• Coordinates with the Options Counselors to obtain missing or incomplete documentation and ensure packets are finalized by established processing deadlines.
• Ensures staff obtain and verify federal tax identification numbers and confirm all required documentation is complete prior to approval.
• Trains staff to notify the Options Counselors of packet approval status in a timely manner through Cumulus.
• Monitors Cumulus dashboards and reporting tools to ensure compliance with 30‑day enrollment completion benchmarks.
• Conducts quality assurance reviews to ensure ongoing accuracy and consistency.
• Provides backup support to staff as needed to maintain…