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 complete screening and SCN consent for dually eligible members. 

Enrollment Documentation & EMR Entry

Complete all required enrollment documentation — demographics, diagnosis confirmation, consents, and risk stratification — and enter accurately into Foothold Care Management (FCM) and the SCN the 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 escalate 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 minimum of 2 years of experience in enrollment, intake, outreach, or community-based work. or Associate’s degree — with a minimum of 1 year of experience in enrollment, intake, outreach, or community-based work.

• Field Experience: Prior field-based work in community settings strongly preferred.

• Program Knowledge: Familiarity with Medicaid programs, Health Home, managed care, or community-based health services is a significant plus.

• Systems: Prior experience with EMR platforms (Foothold/FCM a plus), CRM systems, or related health IT tools preferred.

• Communication: Strong verbal and written communication skills; ability to engage individuals from diverse cultural, linguistic, and socioeconomic backgrounds.

• Accountability: Demonstrated ability to work toward measurable goals, track personal productivity, and meet performance benchmarks consistently.

• Organization: Excellent organizational skills with the ability to manage a high volume of referrals, prioritize tasks, and meet documentation deadlines simultaneously.

• Technology: Proficiency with EMR systems, CRM platforms, Microsoft Office Suite, and general digital tools.

• Adaptability: Ability to work independently in the field and as part of a collaborative enrollment team in a fast-paced environment.

• Cultural Competency: Demonstrated sensitivity and skill in working with diverse populations, including individuals experiencing chronic illness, housing instability, and behavioral health challenges.

• Mobility: Willingness and ability to travel regularly throughout the five boroughs of New York City.

• Language: Bilingual (Spanish strongly preferred); additional languages a plus.

• Compensation range is $19-22/hour

CareCollab 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.