Jessilynn Vanderway
Summary
Results-oriented Enrollment Supervisor with expertise in operational improvements and training programs that significantly enhance enrollment numbers. Experienced in conducting interviews, extending job offers, and developing job descriptions to optimize hiring processes. Strong leadership and performance management skills foster effective collaboration and drive success in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Enrollment Supervisor
Ria Health
05.2021 - Current
- Operate fully at the executive level, overseeing end-to-end enrollment and QA operations while working remotely and managing day-to-day agent performance and outcomes
- Managed daily operations of call center team, enhancing service delivery through effective oversight and performance management.
- Led operational improvements that increased monthly enrollments from approximately 100 to over 500, driving substantial revenue growth through the implementation of new training programs, performance systems, and a structured QA framework
- Drive revenue improvement by coaching agents on call quality, objection handling, and enrollment strategy, directly impacting conversion rates and member retention
- Design and deliver comprehensive training programs, including initial onboarding, 2-3 week new-hire training, and ongoing skill development for all agents
- Lead recruitment and interviewing for new hires, evaluating skill, compliance knowledge, and culture fit to build a high-performing team
- Managed agent performance and accountability through 30-60-90 day evaluations and monthly reviews, fostering continuous improvement.
- Oversaw QA frameworks and KPIs, ensuring accuracy in enrollments and compliance with insurance verification and documentation standards.
- Provide continuous coaching and agent development, including real-time feedback, calibration sessions, and targeted retraining based on QA findings
- Resolved escalations and conflicts by de-escalating patient issues and providing support to agents during complex interactions.
- Run insurance operations, including calling providers for verifications, gathering benefits, and resolution of insurance claims
- Collaborate directly with executive leadership (CEO & CFO) on operational strategy, approval processes, revenue optimization, and performance reporting
- Partner with Workforce Management to analyze trends, optimize staffing, and align QA and enrollment performance with business objectives
- Work weekends and on-call rotations, ensuring operational coverage, quality compliance, and agent support during nonstandard hours
- Conducted verification of insurance coverage for patient services to ensure eligibility and eligibility for patient services.
- Maintained accurate records of patient insurance information and updates.
- Analyzed claims for accuracy before submission to insurance companies.
- Utilized electronic health record systems for seamless data management and retrieval.
- Developed and implemented testing strategies for software releases.
- Collaborated with developers to identify and resolve defects promptly.
- Facilitated interviews and assessments to evaluate candidate qualifications.
- Developed job descriptions and posted openings on various job boards.
- Coordinated onboarding processes for new hires, ensuring compliance with policies.
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Explained job duties, compensation and benefits to potential candidates.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Conducted in-depth interviews with top candidates to assess skills and fit.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Managed full-cycle recruiting process, from sourcing candidates to extending offers.
Education
Bachelor Of Science -
Texas A&M
College Station12-2018
Skills
- Enrollment process improvement
- Health records management
- EMR systems
- Client relations and patient advocacy
- Salesforce and Google applications
- Process efficiency enhancement
- Revenue optimization
- Staff performance evaluation
- Onboarding program creation
- Team leadership development
- Analytical skills and attention to detail
- Decision making
- Verbal and written communication
- Active listening and problem solving
- Collaborative teamwork
- Conflict resolution
- Fast-paced environments and independent work
Timeline
Enrollment Supervisor
Ria Health
05.2021 - Current
Bachelor Of Science -
Texas A&M