Supervisor, Enrollment Operations

Job Locations US-CA-San Francisco
Job ID
Policy Development & Coverage Programs
Regular Full-Time






The San Francisco Health Plan (SFHP) is a Medi-Cal managed care plan with over 140,000 Medi-Cal members. The health plan also provides Third Party Administrator (TPA) services to the San Francisco Department of Public Health for Healthy San Francisco (HSF), the City Option program and the Healthy Kids (HK) program.


Under the direction of the Manager, Enrollment Services, this position is responsible for overseeing the daily enrollment operations schedule and supervising office and front desk operations to ensure the delivery of high quality in-person eligibility and enrollment services to SFHP members, HSF participants, City Option employees, applicants and members of the public at the SFHP Service Center.  The SFHP Service Center is open to the public and first point of in-person contact for SFHP members, community groups, visitors and members of the public. This position is responsible for ensuring excellent customer service to all SFHP visitors, and manages office and facility needs, including developing and implementing policies, procedures, and trainings.


The candidate for this position must be highly organized with proven experience in an operational client-facing and service-oriented role. Candidate will possess strong verbal and written communication skills, proven multi-tasking and time management skills, and ability to balance the need for structure and adherence to policies and procedures, with the need for flexibility in a constantly changing environment to achieve high level performance and consistent process improvement.  The candidate will have a superior track record of supervising and leading staff from diverse backgrounds to support a high performing, high morale team.   A successful candidate will understand the connection between this role and the SFHP Service Center mission of being a credible, empathetic and helpful resource for clients seeking assistance applying or enrolling into San Francisco health coverage programs.




  • Supervise, train, and support front desk staff and oversee general office operations at the SFHP Service Center to ensure superior service to clients, appropriate staffing and scheduling, and adherence to protocol or policy.
  • Collaborate with the SFHP Service Center management team to ensure staff is appropriately trained and certified according to their job responsibilities and requirements. Demonstrate effective leadership to support high employee satisfaction and morale.  Promote and implement rigorous training curricula for new and existing staff providing in-person services.  Establish effective performance monitoring tools and reporting to ensure accurate, consistent enrollment services that meet required compliance standards. 
  • Work both independently and within a team environment to respond to departmental changes and staff and management requests in a timely manner.
  • Ensure staff accurately and efficiently responds to client inquiries pertaining, but not limited, to various health coverage programs such as Medi-Cal, Healthy Kids, Covered California, Healthy San Francisco and City Option.
  • Ensure the staff at the SFHP Service Center adheres to California Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC), and other local, state, and federal rules, regulations, and policies applicable to health coverage application assistance and marketing.
  • Develop and implement policies and procedures, including measuring results against standards and making necessary adjustments.
  • Collaborate with SFHP Customer Service regarding client appointments or inquiries; collaborate with SFHP Facilities to develop, implement and communicate building security and safety measures, including trainings and protocols.
  • Ensure sufficient inventory of printed member and outreach materials in the reception area; recommend changes to inventory based on client/visitor needs and feedback.
  • Adhere to professional codes of conduct, including those stipulated by health coverage program requirements, DHCS Marketing Guidelines, Service Center policies and procedures and departmental expectations.
  • Maintain program expertise, training requirements, and certifications for all application assistance services offered by the SFHP Service Center, including Medi-Cal, Covered CA (Medi-Cal Managed Care Plan Enroller training and certification), Healthy San Francisco (HSF Application Assistor training), and Healthy Kids (HK Application Assistor training).
  • Support community outreach activities involving the Service Center and collaborates with Community Relations to support membership and retention in health coverage programs.
  • Produce high-quality program, appointment or application-level reporting to management in response to contractual obligations, operational and performance monitoring, or requests from management.
  • Provide direct assistance and on-the-job training to new employees.
  • Initiate and/or assist in the development of new tools and resources for the enrollment team and staff.




  • 2 years of relevant work experience in a healthcare, public benefits, or social services environment.
  • College degree required; Bachelor’s degree preferred.
  • 3 years in a supervisory role with direct reports preferred.
  • Minimum 1 year in a customer service role providing direct services to clients. Experience with in-person services preferred.
  • Fluent bilingual skills including English plus Spanish or Cantonese/Mandarin preferred.
  • Ability to work with complicated rules and policies; collect and process confidential and personal health information with competence, care and discretion.
  • Demonstrated familiarity and understanding of public health insurance programs in California and San Francisco. Familiarity with managed care or Medi-Cal preferred.
  • Ability to create a positive and healthy work environment for staff with a range of experiences and cultural backgrounds.
  • Ability to establish standard expectations for staff performance and evaluate, coach or mentor staff to reach high levels of performance.
  • Ability to comprehend, interpret and comply with complex rules and regulations, including privacy and compliance standards, program eligibility rules and processes.
  • Exemplary interpersonal and customer service skills. Demonstrated ability to communicate (verbal and written) program rules and policies in clear, understandable terms accurately and professionally to various audiences and individuals of diverse backgrounds.  Ability to manage interpersonal interactions with poise, tact and sensitivity.
  • Demonstrates consistent good judgment, organization and prioritization skills, and time management skills.
  • Strong computer skills, including high proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint). Experience with eligibility applications such as One-e-App, CalHEERS, mybenefitsCalWIN is desirable.
  • Detail oriented, with a proven ability to produce accurate and precise work, detect discrepancies and resolve discrepancies while meeting deadlines.
  • Experience in effectively working individually and within a team.
  • Must be able to work at the SFHP Service Center at 7 Spring Street in San Francisco during the core hours of Monday – Friday: 8:00 am – 5:00 pm; periodically during extended hours of overtime which may include weekdays between 5:00 pm and 8:00 pm or weekend hours, as necessary.
  • Must demonstrate excellent attendance. 


San Francisco Health Plan is an Equal Opportunity Employer (EOE) M/F/D/V 
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.



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