O&E Supervisor

Description

POSITION SUMMARY

The Outreach & Enrollment (O&E) / Community Health Worker (CHW) Supervisor is responsible for leading, mentoring, and supporting a team that connects patients and communities to clinical, financial, and supportive services. This role oversees outreach and enrollment activities, community-based health services, and O&E/CHW performance to ensure high-quality program implementation, accurate eligibility and enrollment processes, and strong partnerships with health facilities and community stakeholders.

POSITION SCOPE

1. Financial Responsibility – None
2. Budget Monitoring – Direct
3. Staff/Supervision – Direct:
4. Staff/Supervision - Indirect:

PRIMARY ACCOUNTABILITIES

1. Patient Access, Eligibility, and Enrollment

• Provide resources and assistance to referring physicians, patients, and caregivers to access clinical and supportive care services offered within G.F.H. and in the community.
• Maintain up-to-date knowledge of changes in the public healthcare system and communicate relevant updates to patients, partners, and staff.
• Maintain thorough documentation to support each process step through to application approval or denial.
• Complete registration for new patients and annual renewals, including mandatory UDS data measurements.
• Utilize online systems to validate insurance eligibility and verify patients’ insurance status.
• Collect, scan, and maintain all required documentation in the patient’s account.
• Screen patients to determine eligibility for specific programs (e.g., G.F.H. slide discounts, payment plans) based on established criteria, ensuring all documentation is readily available in the patient record.
• Obtain prior authorization from Managed Care Plans for necessary services (including OB, behavioral health, and other specialties) and document all follow-up contact efforts.
• Respond efficiently and promptly to all patient and provider staff needs and inquiries, ensuring excellent customer service to all G.F.H. stakeholders.

1. Supervision & Coaching of CHWs and O&E Staff

• Supervise the activities of O&Es/CHWs and relevant outreach/enrollment staff within the assigned catchment area.
• Conduct regular supervision visits to observe activities such as support groups, home visits, community engagement, outreach, and enrollment interactions.
• Provide ongoing coaching, mentorship, and performance feedback to support staff development and improve quality of services.
• Use a supportive supervision approach that is encouraging, collaborative, and focused on empowering staff.

1. Quality Assurance & Data Management

• Ensure accurate, timely, and complete reporting by CHWs and O&E staff.
• Review monthly activity reports and patient service data; compile consolidated summaries for leadership and program oversight.
• Maintain a current register of CHWs and supervised staff, including role assignments and coverage areas.
• Track training completion and ensure safe and appropriate use of tools, kits, and program resources.
• Monitor documentation quality for eligibility, enrollment, financial assistance, and prior authorization processes.

1. Training & Capacity Building

• Identify training and skill gaps among CHWs and O&E staff.
• Organize and/or facilitate workshops, in-service trainings, and coaching sessions to build capacity in areas such as enrollment, documentation, communication, and community health topics.
• Support staff in developing new competencies related to health promotion, case navigation, and community engagement.

1. Community & Stakeholder Engagement

• Build and maintain strong relationships with community committees, health facilities, and community groups to promote collaboration, referrals, and coordinated care.
• Ensure health facilities have up-to-date CHW and O&E contact details to facilitate timely patient referrals and follow-up.
• Represent the program at community events and meetings as needed to promote awareness of available services and programs.

SKILLS & QUALITIES

• Leadership & Mentorship: Ability to guide CHWs and O&E staff, solve problems, provide constructive feedback, and foster teamwork.
• Cultural Competence: Deep understanding of community culture, customs, and social dynamics to ensure respectful and effective engagement.
• Communication: Strong interpersonal, counseling, and facilitation skills to build trust with patients, staff, and partners.
• Organizational Skills: Ability to plan, coordinate, and manage multiple tasks, visits, and reporting requirements.
• Analytical & Detail-Oriented: Careful attention to eligibility criteria, documentation quality, and data accuracy.
• Supportive Supervision: Collaborative approach that motivates and empowers staff while maintaining accountability.
• Customer Service Orientation: Commitment to responsive, compassionate service for patients, caregivers, and provider partners.

POSITION REQUIREMENTS

Education

Required

• Certified Community Health Worker (CHW) certification, or ability to obtain certification within 12 months of hire (if required by state regulations).

Preferred

• Degree in Public Health, Healthcare Administration, Social Work, Nursing, Community Health, Human Services, or a related field.
• Certification as a Community Health Worker (CHW), Community Health Representative (CHR), Patient Navigator, or Health Educator.
• Training in Medicaid, Marketplace, or other public benefit enrollment programs.
• Supervisory or leadership training.

Experience

Required

• Minimum of three (3) years of experience in community health, patient navigation, outreach and enrollment, care coordination, social services, public health, healthcare operations, or a related field.
• Minimum of one (1) year of experience providing direct patient support services, including eligibility determination, enrollment assistance, benefits navigation, or community resource coordination.
• Experience working with diverse and underserved populations, including Medicaid recipients, uninsured patients, and individuals experiencing social determinants of health barriers.
• Experience using electronic health records (EHRs), databases, and documentation systems.

Preferred

• Two (2) or more years of supervisory, team lead, or program coordination experience.
• Experience analyzing program data, preparing reports, and monitoring performance metrics.
• Bilingual proficiency (English/Spanish) preferred.

Additional Requirements

• Valid driver's license, reliable transportation, and ability to travel throughout the service area.
• Ability to conduct community outreach, home visits, and attend community events as needed.
• Proficiency with Microsoft Office applications and electronic medical record systems.
• Strong understanding of community resources, social determinants of health, and patient-centered care principles.

Additional Requirements

All other duties as assigned