Enrollment Navigator in Tustin, California at FAMILIES TOGETHER OF ORANGE COUNTY

Job Title: Enrollment Navigator

Salary: $27 hourly

Openings: (1) Full-time

Location: Tustin, Garden Grove, Fountain Valley, and Westminster

Position Purpose: The Enrollment Navigator helps individuals and families understand, access, and maintain available coverage and support programs. This role provides guidance through eligibility screening, application completion, document collection, renewals, and follow-up while ensuring a high level of customer service, accuracy, confidentiality, and compliance. The Enrollment Navigator also conducts outreach and education to increase awareness of available services and to connect people with appropriate resources.

FTOC’s Expectations of all Employees

• • Adheres to all FTOC Policies and Procedures.
• Conducts self in a manner that always represents FTOC’s core values.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with immediate supervisor about Departmental and FTOC concerns.
• Consistently reports to work as scheduled and in a timely manner prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• To train on all Learning Management Systems (LMS) by self-learning models from FTOC’s EMR.

Core Duties and responsibilities, include but are not limited to:

• Assist clients with screening for eligibility for health coverage, public benefits, or organization-supported programs (Medi-Cal and Covered CA).
• Guide individuals through enrollment, renewal, and redetermination processes.
• Explain program options, requirements, deadlines, and next steps in clear, easy-to-understand language.
• Help complete applications and gather required supporting documentation accurately and on time.
• Maintain complete and accurate client records in designated systems or databases.
• Track case status, follow up on pending items, and communicate updates to clients.
• Protect confidential information and comply with privacy and security requirements.
• Coordinate with internal departments, community partners, and external agencies to resolve enrollment issues and improve access to services.
• Conduct outreach through phone, email, in-person events, and community presentations to increase awareness and participation.
• Provide culturally responsive and compassionate customer service to diverse populations.
• Meet productivity, quality, and timeliness standards established by the organization.
• Stay current on eligibility rules, policy changes, and enrollment procedures.

*This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor.

Teamwork and Interpersonal Skills:

• Displays an awareness of others' needs and consistently acts in their best interests.
• Exhibits courtesy, mutual respect, and compassion in all interactions with others.
• Takes initiative to propose constructive solutions to challenges.
• Recognizes and respects differences while actively seeking more effective communication approaches.
• Demonstrates a positive and professional response to changes and challenges.
• Nurtures positive working relationships and contributes to a collaborative work environment.
• Exhibits effective teamwork, working cohesively to support the organization in achieving its goals and objectives.
• Adapts smoothly to shifting workplace priorities.
• Attends and actively participates in scheduled meetings, whether weekly, bi-weekly, or monthly.

Education, Qualifications, and Experience:

• High school diploma or equivalent required; associate or bachelor’s degree in healthcare, social services, public health, business, or a related field preferred.
• 1–3 years of experience in enrollment, customer service, healthcare access, case management, social services, or a related field required .
• Knowledge of eligibility processes, insurance or benefit programs, and application workflows is preferred.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to explain complex information in a clear and supportive manner.
• Strong attention to detail, organization, and time-management skills.
• Proficiency with Microsoft Office and data entry or case management systems.
• Ability to work independently and collaboratively in a fast-paced environment.
• Bilingual skills in Spanish required due to the population served.
• Exhibits effective teamwork, working cohesively to support the organization in achieving its goals and objectives.
• 1 year in eligibility and verification of healthcare benefits, specifically Medi-Cal or CalOptima Health.
• A Certified Enrollment Counselor (CEC) through Covered California required
• A Certified Insurance Agent authorized by Covered California to enroll consumers required
• A Certified Application Assistor (CAA) or similar state-approved enrollment assister required

Preferred Skills and Attributes

• Experience working with underserved, multilingual, or diverse communities.
• Knowledge of healthcare, public assistance, or community resource systems.
• Comfort with outreach, presentations, and community engagement activities.
• Ability to manage sensitive conversations with empathy and professionalism.
• Commitment to equity, inclusion, and respectful service delivery.

Work Schedule:

• Schedule for this role is Monday - Friday between 9 AM- 8 PM ( schedule varies - strictly an 8 hour shift )
• FTOC is an in-person organization first, and foremost. Employees are expected to be on-site for their scheduled shifts.
• Hours of operation are Monday to Friday 8 a.m. to 8 p.m., however, employee schedules vary, depending on organizational, staffing, community, and patient needs. As such, FTOC may need to modify work schedules to meet such needs.
• Holidays and weekends may be required depending on an employee’s department due to organizational, staffing, community, and patient needs as FTOC continues to grow and expand work days and hours.
• Overtime may also occur due to organizational, staffing, community, and patient needs.

Work Location:

• This role is set to work in multiple locations such as Tustin, Fountain Valley, Garden Grove, and Westminster.
• While employees may be assigned a primary site (Tustin, Garden Grove, Fountain Valley, Wellness Center, Mobile Units, Treehaven, Magnolia, Telehealth, etc.), employees may be required to work at another site based on organizational, staffing, community, and patient needs.
• This role may be performed in an office, clinic, or community-based setting depending on organizational needs. The position may require prolonged periods of sitting, frequent computer use, travel to outreach events or partner sites, and the ability to communicate effectively in person, by phone, and in writing.

Travel Requirements:

• Travel within the community, events, and clinics will be required and reimbursed per mile. Employees must be able to travel to FTOC sites as needed, including with short notice.

Physical Demands and Working Conditions:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee may be required to drive to FTOC facilities as needed. The ability to sit for extended periods of time, and the ability to occasionally lift and/or move up to 25 pounds.