Lead Enrollment Representative - #258710

Responsibilities

The Lead Enrollment Representative is responsible for ensuring each region timely and efficiently enrolls monthly participants according to budgeted sales goals. The Lead Enrollment Representative serves as the main point of contact for the Enrollment Manager to assess funnel health and provide support to the enrollment teams throughout the intake process. Representing InnovAge, this position manages education, initial intake meetings, enrollment, Medicaid and follow-up through the enrollment process for potential participants. This position leads funnel reviews and is a subject matter expert for Enrollment Representatives within their region.

Essential Functions And Work Responsibilities

Functional Category: Potential Participant Inquiry

Estimated Percent of time Spent – 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.
• Positively represent InnovAge through professional and collaborative interactions with referral sources.
• 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.
  
  
  

Functional Category: Enrollment Process Management

Estimated Percent of time Spent – 50%

• Lead funnel review meetings at assigned centers.
• Prepare action items for Enrollment Representatives to meet and exceed center budgeted gross enrollments.
• Provides verbal and documented updates to center level triads regarding funnel status and individual case updates.
• Provides guidance to Enrollment Representatives on next steps to alleviate holds related to health and safety determination.
• Real time accurate updates of prospect progress into CRM.
• Works closely with applicant and/or applicant’s representatives as primary point of contact throughout enrollment process.
• Coordinates with applicant and/or applicant’s representatives to collect necessary information and documentation throughout the approval and Medicaid enrollment process.
• Completes scheduling and documentation for enrollment, assessment, Medicaid, and level of care as appropriate.
• Maintains accurate documentation and actively monitors the application process for each potential participant/client throughout the enrollment process to ensure participant/client is enrolled. Provides accurate and timely documentation throughout the enrollment process and shares information with other team members as needed to complete the enrollment process.
• Presents prospect cases to their assigned center’s enrollment decision team to advocate for the prospects and make the internal sale to the team by presenting accurate and pertinent information regarding the prospect’s 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.
  
  
  

Functional Category: Post Enrollment Follow up/Additional Duties

Estimated Percent of time Spent – 10%

• To ensure prospect’s 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 collaboratively with other team members responsible for attaining established enrollment goals.
• Works closely with affiliate staff and InnovAge marketing/sales to increase community awareness of and strengthen positive brand image of InnovAge and its affiliates.
  
  
  

REQUIRED

Education

• Bachelor’s degree in business, sales, marketing, social work or a related field from an accredited college/university or equivalent combination of education and experience.
  
  
  

Licensure, Certification, Registration or Designation

• Requires personal transportation, valid state issued driver’s license, good driving record and auto insurance as required by law.
  
  
  

Work Experience And Qualifications

• Three (3) years of proven successful healthcare focused sales and marketing 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.
• One (1) year experience as an InnovAge Enrollment Representative.
• Must have experience in comparable healthcare, insurance, or related industry and be able to “close” the sale.
• Sophisticated experience and skilled in using CRM database systems (e.g. Salesforce, Microsoft Dynamics, Hubspot, Zoho, Playmaker, etc.)
• Proven track record of exceeding sales goals.
  
  
  

PREFERRED

Work Experience And Qualifications

• Understanding of specific county requirements preferred.
  
  
  

Benefits

InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Salary Range

64500-80700