Benefits Program Manager

Benefits Program Manager

Tulsa Responds provides free one-on-one navigation services to Tulsans who qualify for federal assistance programs, such as free tax filing through the IRS Volunteer Income Tax Assistance Program (VITA), Medicaid/SoonerCare enrollment, ACA Marketplace insurance, and SNAP benefits. Additionally, Tulsa Responds operates the Financial Empowerment Center (FEC), a program that aims to improve the financial stability of Tulsa households by providing high-quality, one-on-one financial education and counseling to low-income residents. Financial Empowerment Centers are located in areas with high concentrations of poverty and financial distress. Our work is funded by the George Kaiser Family Foundation, nonprofit grants, and federal funds.

The Benefits Program Manager oversees the organization's benefits programs, including Medicaid (SoonerCare), Marketplace Health Insurance Plans (ACA), and Supplemental Nutrition Assistance Program (SNAP) enrollment. Reporting to the Director of Operations, this role involves designing, implementing, and optimizing benefits programs to ensure effectiveness and accessibility. The Benefits Program Manager will utilize data-driven insights, manage the implementation of Customer Relationship Management (CRM) systems such as HubSpot, and ensure compliance with state and federal regulations. Additionally, the role focuses on building and maintaining strong partnerships with community organizations to enhance program awareness and accessibility.

Program Oversight

• Serve as the subject matter expert in government-subsidized health insurance and food assistance benefits, staying informed about program updates, changes in regulations, and best practices.
• Design and oversee strategic plans for enrollment and re-enrollment in Medicaid and SNAP programs, ensuring streamlined processes and maximizing community impact.
• Develop and manage the annual budget for benefits programs in collaboration with the Operations Manager, monitoring expenditures to ensure alignment with organizational priorities and staying within budget constraints.
• Submit all necessary documentation for grant reporting, maintaining an accurate and up-to-date enrollment log to support transparency and accountability.
• Ensure compliance with all state and federal regulations related to benefits programs, implementing necessary measures to maintain program integrity.
• Collaborate with stakeholders, including internal teams and external partners, to optimize program delivery and align services with the evolving needs of the community.
• Leverage data-driven insights to evaluate program performance, identify areas for improvement, and implement innovative solutions to enhance program effectiveness.
• Support the training and development of team members and navigators to ensure consistent and effective program execution.

Data and CRM Management

• Manage the implementation and upkeep of the Benefits section within the Tulsa Responds HubSpot CRM to monitor client engagement, enrollment metrics, and program outcomes.
• Ensure accurate and timely data entry, monitor system performance, and address any issues promptly.
• Generate reports and analytics from CRM data to inform strategic decisions and program improvements.
• Train Benefit staff on CRM usage and enforce adherence to data security and privacy protocols.

Community and Stakeholder Engagement

• Foster and maintain strong relationships with community partners to promote program awareness.
• Attend weekly meetings with stakeholders and funding partners
• Collaborate closely with the Community Engagement Specialist to ensure consistent communication with project partners and current navigators, aligning efforts to achieve established goals and expectations.
• Conduct outreach activities to increase program enrollment and re-enrollment.
• Represent Tulsa Responds at community events, fairs, and stakeholder meetings to promote services and build strategic partnerships.

Training and Development

• Provide ongoing professional development to ensure team members are informed of program updates and best practices.
• Conduct annual training sessions for staff on:
• Affordable Care Act (ACA) regulations.
• Medicaid (SoonerCare) enrollment procedures.
• SNAP enrollment processes.

Data-Driven Decision-Making

• Analyze enrollment trends and program outcomes to identify areas for improvement.
• Develop comprehensive project plans for new initiatives, including budgets, timelines, and milestones.
• Identify and pursue additional funding opportunities to enhance benefits programs.

Team Management and Oversight:

• Provide leadership, guidance, and support to the benefits team, including staff and navigators, fostering a positive and productive work environment.
• Oversee two benefits teamsone English-speaking and one Spanish-speakingensuring effective communication, collaboration, and alignment with organizational goals across both teams.
• Set clear performance expectations, monitor progress, and conduct regular evaluations to ensure team members meet team goals and objectives.
• Develop and deliver training programs to ensure team members are knowledgeable about Medicaid, SNAP, and other benefits programs, as well as compliance requirements and best practices.
• Facilitate regular team meetings to share updates, address challenges, and encourage collaboration and communication.
• Act as a mentor to team members, providing opportunities for professional growth and development.
• Resolve conflicts and address performance issues promptly and effectively, ensuring alignment with organizational policies.
• Collaborate with HR and leadership to recruit, onboard, and retain skilled team members who align with the organization's mission and values.
• Monitor staff engagement and morale, implementing initiatives to promote job satisfaction and team cohesion.

Additional Responsibilities

• Complete miscellaneous tasks as assigned.

Education and Experience

• B.A. or B.S. in Business Administration, Nonprofit Management, project management, communication, or a related field is preferred.
• Minimum of 2 years of experience in an administrative or operations role, preferably within a nonprofit organization.
• Strong organizational and multitasking skills with excellent attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, etc.) and Google Workspace (Gmail, Calendar, Drive, Docs, Sheets, Slides, Forms, etc.), and familiarity with project management tools (Slack, Asana, CRM)
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple projects and deadlines simultaneously.
• Demonstrated ability to execute deliverables and meet deadlines.
• Ability to work independently and as part of a team.

Skills and Abilities

Leadership and Team Development:

• Demonstrated ability to lead and inspire a diverse team, fostering a positive work culture and collaboration among staff and stakeholders.
• Proven experience in building, training, coaching, and supporting team members to enhance their performance and professional growth.

Customer Service and Relationship Management:

• Strong commitment to delivering high-quality, client-focused service to diverse populations in various circumstances.
• Proven ability to build and maintain relationships with internal and external stakeholders, including partners, funders, and community members, ensuring alignment with organizational goals.

Strategic and Analytical Thinking:

• Strong problem-solving and analytical skills with the ability to identify issues, propose actionable solutions, and ensure effective implementation.
• Ability to reason through complex challenges, exercise sound judgment, and communicate solutions clearly to administration and stakeholders.

Project and Performance Management:

• Demonstrated ability to develop, implement, and assess performance metrics to track progress and optimize outcomes.
• Skilled in project planning, task tracking, progress assessment, and ensuring follow-through on execution.

Communication and Facilitation:

• Excellent verbal and written communication skills, with the ability to convey complex information clearly to diverse audiences.
• Ability to effectively break down intricate information and concepts into clear, concise, and actionable terms.
• Bilingual proficiency in English and Spanish (preferred).

Technical Proficiency:

• Proficient in Microsoft Office Suite, Google Drive, and other software tools, with the ability to quickly learn new programs as needed.
• Experience in utilizing data to analyze trends, inform decisions, and report outcomes effectively.

Adaptability and Organization:

• Ability to thrive in a fast-paced, dynamic environment, managing competing priorities with strong attention to detail.
• Flexible and adaptable to evolving priorities, ensuring compliance with organizational policies and procedures.
• Exceptional time management and organizational skills, with the ability to handle multiple tasks efficiently and meet deadlines.

Cultural Competence and Mission Commitment:

• Sensitivity and understanding of diverse cultures and communities, with