Enrollment Representative

InnovAge; Colorado; On-site; USD 50,000 - 70,000; Full time

Job summary

InnovAge is seeking an Enrollment Representative to guide seniors and caregivers through enrollment in InnovAge programs. The role emphasizes field outreach, timely enrollment of monthly participants, and collaboration with call centers, brokers, and referral sources.

The position offers a competitive base salary with additional commission opportunities and requires strong customer service and relationship-building skills to expand InnovAge's presence in the healthcare landscape.

Responsibilities

• The Enrollment Representative manages education, initial intake meetings, enrollment, Medicaid and follow-up through the enrollment process.
• Builds relationships with professional medical care providers and community-based referral sources to convert leads to enrollments.
• Uses CRM tools to document intake information and progress in real time.
• Schedules center visits, home visits, tours and other interactions to familiarize potential participants with InnovAge programs.

Job description

Job Description

Job Description

Responsibilities

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 InnovAge's 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.

This role offers a competitive base salary with additional commission opportunity.

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 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.
• 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 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