Associate Director of Enrollment and Fulfillment Operations

COMPANY OVERVIEW:

HealthAxis is a prominent provider of core administrative processing system (CAPS) technology, business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We are transforming the way healthcare is administered by providing innovative technology and services that uniquely solve critical healthcare payer challenges negatively impacting member and provider experiences.

We live and work with purpose, care about others, act with integrity, communicate with transparency, and don’t take ourselves too seriously.

We're not just about business – we're about people. Our commitment to a people-first approach shapes everything we do, from collaborating as a team to serving our valued clients. We believe that creating a vibrant and human-centric environment can inspire engagement, empower our team members, and ignite a sense of purpose in all that we accomplish.

PURPOSE AND SCOPE:

The Associate Director of Enrollment and Fulfillment Operations will lead multiple business areas within the Operations team.  The Associate Director will be accountable to day-to-day Operations including, but not limited to, compliance performance, SLA management, inventory management and staff management.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Leadership and Team Management:

• Directly leads and manages assigned team(s) with full accountability for performance management, employee engagement, and departmental outcomes.

• Oversees all aspects of team leadership, including hiring, onboarding, coaching, mentoring, and performance evaluations.

• Drives a culture of accountability, collaboration, and continuous improvement within the team, aligning staff performance with departmental and organizational objectives.

• Serves as a key point of contact for addressing employee concerns, administering discipline when necessary, and managing staffing-related decisions including promotions, role changes, and compensation adjustments.

 Enrollment Operations Oversight:

• Oversees end-to-end Medicare and Medicaid enrollment operations to ensure accurate, timely, and compliant processing of member enrollment and disenrollment transactions in accordance with CMS and other regulatory requirements.

• Leads development and implementation of standard operating procedures and process improvements for enrollment functions, ensuring alignment with compliance standards and contractual obligations.

• Coordinates cross-functional workflows with internal stakeholders (e.g., Compliance, IT, Customer Service, Product) to enhance data integrity, optimize turnaround times, and streamline member onboarding experiences.

• Manages audit readiness and submission of enrollment-related regulatory deliverables and reporting, ensuring timely and accurate compliance with federal and state requirements.

• Collaborates with technical teams to monitor and troubleshoot enrollment systems and platforms, escalating and resolving issues that impact enrollment processing.

Fulfillment Operations Oversight:

• Directs the day-to-day operations of fulfillment activities, ensuring all member materials (ID cards, welcome packets, ANOCs/EOCs, etc.) are produced and delivered accurately, on time, and in accordance with CMS guidelines.

• Manages relationships with third-party vendors and internal print/fulfillment teams to track SLAs, escalate issues, and ensure fulfillment processes meet quality, cost, and compliance standards.

• Implements process automation and fulfillment technology to improve accuracy, tracking, and delivery speed while reducing manual effort.

• Oversees inventory and material controls related to fulfillment, including demand forecasting, print material lifecycle, and secure handling of sensitive member information.

Process Improvement & Compliance:

• Identifies opportunities for operational efficiencies and cost savings across both enrollment and fulfillment functions through root cause analysis, workflow redesign, and automation.

• Leads or supports the execution of corrective action plans in response to internal audits, regulatory changes, or identified performance gaps.

• Ensures adherence to HIPAA, CMS, and other applicable regulatory standards throughout all operational processes and materials handling.

Performance Management & Reporting:

• Defines and tracks key performance indicators (KPIs), operational metrics, and service-level agreements (SLAs) to evaluate departmental performance and drive strategic decisions.

• Prepares and presents detailed operational and executive-level reports to communicate department status, trends, risks, and improvement opportunities.

• Utilizes data and reporting to proactively identify issues, monitor trends, and ensure alignment with corporate goals.

Training & Development:

• Designs and implements training programs specific to enrollment processing and fulfillment operations, ensuring team members are well-versed in policies, regulations, and systems.

• Promotes professional development and internal career growth by assessing training needs and providing opportunities for skill advancement.

Cross-Functional Collaboration:

• Partners with senior leadership and other operational areas to support enterprise-wide initiatives, ensure seamless member experience, and contribute to strategic planning.

• Serves as a subject matter expert on enrollment and fulfillment operations for cross-departmental projects and regulatory audits.

Other Responsibilities:

• Manages and oversees department budgets, resource planning, and vendor contracts related to assigned functional areas.

• Leads, manages, and holds accountable (LMA) operational areas to ensure consistency and performance excellence.

• Performs additional duties as assigned by leadership.

 EDUCATION, EXPERIENCE AND REQUIRED SKILLS:

• Bachelor's degree from an accredited institution preferred, or equivalent combination of education, training, and work experience.

• Minimum of 8 years of progressive experience in managed care enrollment and/or fulfillment operations, including Medicare Advantage.

• At least 5 years of management experience leading high-performing teams in a healthcare operations or regulated industry setting.

• Expert knowledge of CMS regulations and enrollment processing standards, with hands-on experience managing related audits and reporting requirements.

• Proven track record in fulfillment operations including vendor management, materials compliance, and process improvement.

• Strong analytical skills and the ability to interpret and present operational data to support strategic decision-making.

• Exceptional organizational and project management skills with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Advanced proficiency in Microsoft Office Suite; experience with healthcare enrollment systems and document fulfillment technologies a plus.

• Excellent communication skills (verbal and written), with the ability to engage and influence stakeholders at all levels.