Patient Advocate and Enrollment Manager

Job Description

The Patient Advocate and Enrollment Manager is responsible for the day-to-day oversight and leadership of the Patient Advocate and Enrollment Specialist functions across the organization. In addition to supervising staff, this role is directly responsible for managing and resolving patient complaints, ensuring that concerns are addressed thoroughly and in alignment with CS-HHC policies and values. The Manager plays a key role in promoting access to care, supporting benefits enrollment, and enhancing the patient experience.

Responsibilities will include but are not limited to:

Provide direct supervision and support to Patient Advocates and Enrollment Specialists, including ongoing coaching, performance reviews, and professional development.

Serve as a primary point of contact for complex or escalated patient complaints, ensuring timely investigation and resolution.

Monitor case volume and ensure documentation and resolution of patient complaints are handled in accordance with compliance standards and internal protocols.

Oversee the enrollment assistance process for programs such as Medicaid, Access Health CT, YNHH Free Care, and sliding fee discount programs.

Ensure consistency in customer service, complaint resolution, and benefits counseling across multiple sites.

Maintain regular reporting and trend analysis of patient feedback, complaints, and service barriers to inform quality improvement efforts.

Perform other duties as assigned by departmental leadership.

Requirements:

Bachelor’s degree in Public Health, Social Work, Health Administration, or a related field. Master’s degree preferred.

At least three to five (3-5) years of progressive experience in healthcare, social services, or patient advocacy, including supervisory experience.

Experience managing patient concerns and benefit enrollment program is required.

Strong leadership, problem-solving, and interpersonal skills.

Familiarity with Medicaid, Access Health CT, and sliding fee discount programs.

High level of proficiency in Microsoft Office is strongly preferred.

Experience with Epic is required.

Bilingual (English/Spanish) highly desirable.

CS-HHC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

Full-time