Enrollment Services Manager — Medicare & ACA Ops Lead

Independence Blue Cross; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Job summary

Independence Blue Cross is seeking a Manager of Enrollment Services to lead enrollment operations across Medicare Advantage, Medigap, ACA, and Commercial channels. You will oversee teams handling enrollment requests via email, One Hub, SNOW, and vendor systems, ensuring timely processing and policy alignment.

You will drive staffing, training, and process improvements, partner with internal stakeholders and brokers, and report on metrics to achieve corporate enrollment goals.

Qualifications

• Minimum 6+ years of experience in operational or health plan enrollment environments.
• Minimum 3 years of direct supervisory or people‑leadership experience.
• Working knowledge of Medicare Advantage and Commercial enrollment regulations strongly preferred.
• Demonstrated experience with federal/state health insurance regulations, enrollment processing, and operational policy development.
• Proven experience leading teams and managing cross‑departmental initiatives.

Responsibilities

• Effectively manages the inventory received from all sources with the supervisors, including but not not limited, to the mailbox, e-mail to One Hub, Report Center, SNOW, vendor applications and the queues.
• Applies strategies to manage the inventory in under five days.
• Analyze operational metrics to ensure corporate and divisional goals are met, including performance and process efficiency.
• Assist the Director in establishing strategic directions for Enrollment Services and broader operational initiatives.
• Develop and maintain Enrollment Services policies and procedures, ensuring Director‑level approval and organization-wide communication.
• Ensure adequate staffing, training, and skill development for new and current team members.
• Foster a collaborative team environment that promotes productivity, accountability, and engagement.
• Monitors that the supervisors apply their coaching and counseling skills when needed and apply corrective action when necessary.
• Manages daily huddles with the supervisors to plan inventory and priorities.
• Analyzes all aging and repetitive inquiries to determine root cause and works with business partners to find and implement solutions to resolve.
• Responds timely to customer RFPs and Performance Guarantees.
• Prepares and analyzes required data to determine if all corporate and divisional goals are being met to include operational efficiencies.
• Represent the Director in meetings when needed.
• Perform other duties as assigned.

Skills

Leadership

Decision making

Analytical thinking

Strategic thinking

Tools

Excel

Word

PowerPoint

Visio

SharePoint

Job description

Independence Blue Cross is seeking a Manager of Enrollment Services to lead enrollment operations across Medicare Advantage, Medigap, ACA, and Commercial channels. You will oversee teams handling enrollment requests via email, One Hub, SNOW, and vendor systems, ensuring timely processing and policy alignment.

You will drive staffing, training, and process improvements, partner with internal stakeholders and brokers, and report on metrics to achieve corporate enrollment goals.