Olivia Anguiano

1. Responds effectively to inbound/outbound calls, provides responses to questions, and in specific instances, refers callers to the appropriate supervisor, county, or state agency representative for service and/or when problems or concerns occur when needed.

2. Assists lead with the training/guidance of new Enrollment Service Representative staff.

3. Serves as a resource to ESR staff as needed relating to workload.

4. Ability to quickly learn new software to enhance customer service.

5. Transmits enrollment/disenrollment data to central processing facility operations in accordance with HCO policies and procedures.

6. Assists with weekly and monthly report reconciliation as needed.

7. Meets production and quality assistance goals as defined for this position.

1. Directly supervises ESR at multiple CA HCO sites within assigned counties.

2. Performs timely reviews of staff in accordance with policy and makes recommendations for raises, bonuses, etc.

3. Develops site Presentations Schedules/Homebase Assignments and ensures staff coverage.

4. Conducts regular sites visits, to ensure that the activities of the CA HCO program are conducted in accordance with established policy and procedures.

5. Monitors performance and each assigned ESR, provides training as appropriate and develops corrective action plans, as required.

6. Recruits new staff; establishes and maintains strong team approach.

7. Resolves site issues by coordinating with project staff, DHCS, and local host office staff and other community agencies.

8. Maintains professionalism and cultural sensitivity in promoting the CA HCO program.

9. Reports issues, problems, and concerns to ESR Sup/Regional Manger.

1. Conducts face-to-face outreach and enrollment broker services to beneficiaries in a group and individual presentations.

2. Presents Managed Care Options to beneficiaries and assists them in using their health care plans.

3. Assists beneficiaries in the enrollment/disenrollment process.

4. Assists other Enrollment Service Representatives with daily management duties.

5. Assists management with the training/guidance of new Enrollment Service Representative staff.

6. Maintains positive relationships with the county staff, community groups and HCO clients; conducts on-going training of HCO program to county staff.

7. Performs data entry for enrollment/disenrollments, as needed.