CRM & Systems Coordinator

SUMMARY 

The CRM & Systems Coordinator is the primary resource for helping staff across NCD get the most out of our core enrollment platform, Enrollment123. This role sits at the intersection of people and process — its success is measured less by technical output than by how confidently and effectively our teams can use the tools they depend on.

The right candidate is an exceptional communicator and trainer who is comfortable managing a CRM system at the administrative level — think user accounts, permissions, documentation, and workflow guidance, not software engineering or IT infrastructure. This is not a developer or systems engineer role. It's a role for someone who understands how organizations work, knows how to teach, and takes genuine satisfaction in making complicated things feel approachable.

WHAT YOU'LL DO

User support and training

• Design and deliver training programs for staff across departments on how to use Enrollment123 effectively — through live sessions, written guides, job aids, and quick reference materials.

• Serve as the go-to resource when teams have questions, encounter workflow issues, or need help understanding how the system applies to their work.

• Onboard new employees as part of their broader orientation, ensuring they're confident and ready to use the platform from day one.

• Identify recurring questions or confusion patterns and address them proactively through updated documentation or follow-up training.

System administration

• Manage user accounts, credentials, and access permissions in Enrollment123 — adding and removing users, adjusting roles, and keeping the system organized.

• Perform quarterly reviews of system usage, user access, and data accuracy, flagging anything that needs attention.

• Maintain clear, current documentation of system processes, configurations, and best practices so institutional knowledge doesn't live only in one person's head.

• Identify and communicate configuration issues or enhancement needs to the vendor; you won't be building solutions, but you'll be the one who knows when something isn't working and can articulate why.

Vendor relationship management

• Own the day-to-day relationship with the Enrollment123 vendor, including leading weekly meetings and managing the support ticket queue.

• Track open tickets, communicate status updates to internal stakeholders, and push for resolution when things are moving too slowly.

• Review and process vendor invoices, flagging discrepancies for Operations leadership.

Cross-departmental partnership

• Build working relationships with department leaders to understand how their teams use the system and where friction exists.

• Communicate system updates, planned maintenance, and new features to affected users in plain language and with enough lead time to be useful.

• Prepare meeting agendas and recap notes for CRM-related discussions.

Compliance

• Establish and enforce system best practices consistent with organizational and regulatory standards, including HIPAA requirements around data access and user permissions.

• Support any audits or reviews involving system data or usage.

WHO YOU ARE 

This role will be a strong fit if you recognize yourself in most of the following:

• You've spent several years working closely with a CRM or business operations platform and you understand how those systems actually function in practice — not from a developer's perspective, but from the perspective of someone who lives in it, trains others on it, and keeps it running smoothly.

• You're a natural teacher. You find genuine satisfaction in taking something complicated and making it click for someone who was frustrated five minutes ago. You know how to read a room and adjust your approach.

• You're the person colleagues come to when they can't figure something out — and you don't make them feel bad for asking.

• You write clearly. Whether it's a quick email to a department head or a step-by-step user guide, your written communication is organized, accessible, and doesn't require a follow-up call to interpret.

• You're comfortable with ambiguity and can hold a lot of moving pieces without dropping them. Vendor timelines, staff questions, documentation updates, and stakeholder expectations don't all cooperate with each other, and you manage that calmly.

• You care about doing things the right way. In a HIPAA-regulated environment, attention to access controls and data handling isn't optional, and you understand why.

QUALIFICATIONS

Required

• 3–5 years of experience as an administrator or power user of a CRM or business operations platform.

• Demonstrated experience developing and delivering training for non-technical staff — not just creating materials, but facilitating sessions and supporting people through the learning process.

• Strong written communication skills, with experience creating documentation, user guides, or process materials that real people actually use.

• Comfortable managing competing priorities, open tickets, and multiple stakeholder relationships simultaneously.

• Proficiency in Microsoft 365, particularly Excel.

Preferred

• Experience with Enrollment123 or a similar healthcare or insurance enrollment platform.

• Background in healthcare or health insurance operations.

• Experience working in a HIPAA-regulated environment.

• Experience developing SOPs or process documentation in an operational setting.

This role is probably not a fit if you are primarily:

• A software engineer, systems engineer, or IT infrastructure professional looking to pivot into operations.

• Someone who prefers to work behind the scenes on technical problems rather than directly with end users.

• Looking for a role with significant development, scripting, or database work.