Manager, Enrollment Operations

Ideon is seeking a Manager to lead a team within our Enrollment Operations function.  In this role, you’ll be responsible for building, leading, and developing a team of support analysts who handle service requests, issue resolution, and error processing related to EDI and API data connections between Ideon platforms and insurance carriers. 

We prefer candidates based in Omaha, NE for this role, but we are also considering remote candidates from anywhere in the U.S. Ideon is headquartered in NYC with a second office in Omaha, NE.  This role reports to the Senior Director of Enrollment Operations.

In this role you will:

• Lead, coach, and develop a high-performing team of enrollment analysts dedicated to supporting Ideon customers.
• Establish and surpass performance metrics and objectives to consistently exceed customer expectations.
• Design individualized metrics to guide the team in achieving customer-centric goals, holding each team member accountable for their contribution to overall success.
• Develop and maintain operational metrics, reports, and dashboards to monitor the performance and effectiveness of enrollment operations.
• Work closely with the product and engineering teams to seamlessly integrate data connections within our software platform and optimize tools which drive timeliness, accuracy, and satisfaction.
• Implement best practices and ensure their adoption across the team to consistently deliver exceptional customer experiences at scale.
• Establish streamlined processes for investigating and resolving complex data issues, fostering a culture of continuous improvement.
• Serve as a point of escalation for critical issues, coordinating with customers, internal teams, and insurance carriers to ensure prompt resolution.

We’d love to hear from you if you have:

• Demonstrated leadership experience (5+ years) managing remote, high-performing technical support teams, ideally within insurance or technology sectors.
• Proficient in EDI and API technologies (2+ years), specifically in insurance enrollment processes.
• Knowledgeable about insurance industry standards and regulations concerning data connections (e.g., HIPAA, 834, LDEx).
• Proactive, results-oriented mindset, capable of prioritizing and managing multiple projects in a fast-paced environment.
• Exceptional written and verbal communication skills, capable of conveying technical concepts effectively and professionally.
• Strong leadership and team management abilities, inspiring teams to achieve ambitious goals while ensuring customer satisfaction.
• Analytically skilled with keen attention to detail.
• Familiarity with JIRA, Zendesk, Salesforce, or other CRM platforms.

Salary Range: $90,000 to $110,000 annually

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