Customer Enrollment Representative Jobs (NOW HIRING)

We seek passionate, tech savvy, outreach-oriented, dedicated team members to channel their professional healthcare experience into bringing InnovAge to the forefront of modern senior care. As the senior population grows, we are here to meet the urgent needs of the frail and economically challenged populations we serve. You will help seniors/caregivers assemble the documentation required to enroll in the InnovAge PACE program, guiding them through the journey and address/anticipate questions to ultimately deliver a successful enrollment outcome.

The role will allow the ability to create relationships which expand InnovAges reach into the healthcare landscape. Self-starters with experience in post-acute, senior resource, and managed care settings will allow more seniors to maintain their independence, aging in place, and improving their quality of life. Mobile CRM platforms allow the team to stay in the field and foster relationships without interrupting their day with administrative tasks in an office.

The Enrollment Representative is responsible for ensuring each region timely and efficiently enrolls monthly participants according to budgeted sales goals. They serve as the main point of contact throughout the qualification and onboarding process for individuals interested in enrollment into InnovAge programs and services. Representing InnovAge, this position manages education, initial intake meetings, enrollment, Medicaid and follow-up through the enrollment process. Meeting the needs of professional medical care providers and community-based referral sources to efficiently convert leads to enrollments will position the Enrollment Representative as an integral part of the sales cycle. Facilitating enrollments through best practice processes creates a positive experience for new participants, encouraging them to refer friends and family to the enrollment representative directly to sell the program in the moment.

Required:

• 2+ years of proven successful healthcare focused sales, intakes or admissions in both B2B (hospitals, healthcare providers, senior living communities, etc.) referrals sources and B2C (individual patient) settings, Medicare Advantage plans, Managed Care Medicaid plans, Veterans Administration health benefits; or equivalent combination of education and experience
• Must have experience in comparable healthcare, insurance, or related industry with a track record of "closing" the sale.
• Sophisticated experience and skilled in using CRM database systems (e.g. Salesforce, Microsoft Dynamics, HubSpot, Zoho, Playmaker, etc.)
• Bachelors degree in business, sales, marketing, social work or a related field from an accredited college/university or applicable work experience in lieu of degree.
• Requires personal transportation, valid state issued drivers license, good driving record and auto insurance as required by law.

Potential Participant Inquiry 40%

• Receives communication from call center, broker, and/or PACE/LIFE Specialist to handoff qualified referrals.
• Confirms intake appointment schedule and arrives to appointments on time.
• Completes intake profile with all requested information directly into the Customer Relationship Management (CRM) tool. Profile completed with information obtained from prospective participant or their representative and referral sources when applicable. Gathers information regarding individual situation and service needs.
• Promotes the program to the prospective participant, family members and/or their representatives, aligning messaging with the individual needs of the customer.
• Moves the sale forward during every prospect interaction.
• Provides exceptional customer service to individuals who inquire about, enroll in, and/or participate at InnovAge referral sources. Integrates as a trusted resource who is able to meet the needs of referral sources and prospective participants, encouraging more referrals to be submitted to InnovAge PACE.
• Based on comprehensive knowledge of all InnovAge services within the continuum of care, identifies most appropriate services for each potential participant based on their individual situation and needs.
• Schedules center visits, home visits, tours and other interactions with affiliate staff to familiarize potential participants with InnovAge programs and services.
• Utilizes excellent customer service and effective sales techniques to increase service as appropriate for each individual. Strategically identifies and generates additional referrals through referral source and prospective participant interactions.

Enrollment Process Management 50%

• Real time accurate updates of prospect progress into CRM.
• Works closely with applicant and/or applicants representatives as primary point of contact throughout enrollment process.
• Coordinates with applicant and/or applicants representatives to collect necessary information and documentation throughout the approval and Medicaid enrollment process.
• Maintains accurate documentation and actively monitors the application process for each potential participant/client throughout the enrollment process to ensure participant/client is enrolled
• Presents prospect cases to their assigned centers enrollment decision team to advocate for the prospects and make the internal sale to the team by presenting accurate and pertinent information regarding the prospects living situation, condition and service needs.
• Closely collaborates with the Eligibility and Financial Determination department and related third parties to properly complete, submit and monitor Medicaid application process to help individuals access Medicaid benefits in order to enroll in InnovAge PACE/LIFE or other affiliate as appropriate.
• Understands, possesses and utilizes sales skills to close the transaction.
• Performs home visits and/or day center visits to complete all Medicaid enrollments within required timeframes.

Post Enrollment Follow up/Additional Duties 10%

• To ensure prospects smooth transition into the program, works closely with the interdisciplinary team, marketing/sales, call center, operations, Medicaid, accounting, and others.
• Provides hand off of cases when appropriate to key staff post-enrollment.
• Works closely with affiliate staff and InnovAge marketing/sales to increase community awareness of and strengthen positive brand image of InnovAge and its affiliates.
• Performs other duties as requested in a positive and helpful manner to ensure a smooth-running work area.