Senior Manager, Enrollment Services

We are recruiting for a mission-driven Senior Manager, Enrollment Services to join our team!

We're with you for life’s journey. At Denver Health, purpose isn’t just something we believe in—it’s something we live every day, for life’s journey.

Our Values

Respect | Belonging | Accountability | Transparency

Department

HCPF Enrollment Contract

Job Summary

Under minimal direction, the Senior Manager of Enrollment Services provides strategic and operational leadership for enrollment and eligibility operations, ensuring timely, accurate, and compliant enrollment into Medicaid, Medical Assistance, and financial assistance programs. The position is responsible for operational performance, workforce management, regulatory compliance, quality, customer service, and continuous process improvement across Enrollment Services. The Senior Manager leads supervisors and frontline teams, oversees staffing, performance management, and employee development, and ensures achievement of key operational and service metrics. Working collaboratively with internal departments, State agencies, and community partners, this role drives operational excellence through LEAN principles, data-driven decision-making, and a commitment to improving patient access, organizational performance, and the overall patient experience.

Essential Functions:

• Provide operational leadership for Enrollment Services, ensuring timely, accurate, and compliant enrollment into Medicaid, Medical Assistance, and financial assistance programs. Oversee daily operations, service delivery, quality, productivity, and customer experience while resolving complex patient, operational, and customer service issues. (25%)
• Lead workforce planning and operational staffing for Enrollment Services, including hiring, onboarding, scheduling, coaching, performance management, employee development, and corrective action. Ensure appropriate staffing levels, employee engagement, and achievement of operational and service goals. (20%)
• Oversee compliance and quality by ensuring enrollment operations, documentation, and eligibility determinations meet Federal, State, HIPAA, contractual, and organizational requirements. Monitor regulatory changes, maintain audit readiness, and implement corrective actions to address identified opportunities. (15%)
• Develop, monitor, and analyze operational, quality, productivity, and customer service metrics. Prepare reports and communicate performance trends, operational risks, and improvement opportunities to leadership while implementing action plans to achieve departmental goals. (10%)
• Partner with internal departments, community organizations, County and State agencies, and other external stakeholders to improve enrollment processes, strengthen partnerships, resolve operational issues, and support compliance with contractual and regulatory requirements. (10%)
• Lead departmental process improvement initiatives using LEAN principles and data-driven decision-making to improve efficiency, optimize workflows, enhance the patient experience, and support organizational objectives. (10%)
• Promote effective communication, collaboration, professionalism, and exceptional customer service throughout Enrollment Services while maintaining confidentiality and supporting Denver Health's mission, values, and strategic objectives. (10%)

Education:

• Bachelor's Degree Required or
• High School Diploma or GED additional 4 years relevant experience will be accepted in lieu of Bachelor's degree

Work Experience:

• 4-6 years 5 years of Progressive experience in Enrollment Services, or healthcare eligibility operations, including Medicaid and financial assistance programs. Required and
• 4-6 years Progressive leadership experience managing enrollment, eligibility, including responsibility for staff, compliance, quality, productivity, and operational performance. Required

Licenses:

Knowledge, Skills and Abilities:

• Extensive knowledge of health care administration, including eligibility for programs such as Medicaid, Medicare, CHP+, HDC, and Connect for Health Colorado; also the understanding of the enrollment processes in a hospital setting.
• Knowledge of federal and Colorado statutes, legislative initiatives and regulations, as well as Federal, State, and local policies.
• Managment of call center operations.
• Skilled in using various systems such as CBMS, Five9, Salesforce, and Cisco.
• Skilled in analytical thinking, problem solving, and process improvement.
• Skilled in mentoring/coaching employees towards achieving success and providing excellent customer service.
• Ability to simultaneously coordinate and manage