Enrollment Representative

InnovAge Holding Corp.; Los Angeles (CA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) with company match

Paid time off

Holiday pay

Job summary

InnovAge Holding Corp. is seeking an Enrollment Representative to enroll monthly participants into its PACE/LIFE programs, guiding qualified individuals and providers through intake, Medicaid enrollment, and post-enrollment follow-up.

The role emphasizes relationship building with referral sources and accurate CRM management. The position offers a competitive base salary with additional commission opportunities and requires healthcare-focused sales experience, CRM skills, and a valid driver’s

Qualifications

• 2+ years of proven successful healthcare focused sales, intakes or admissions in B2B and B2C settings.
• Experience in comparable healthcare, insurance, or related industry with a track record of closing.
• Sophisticated experience and skilled in using CRM database systems (e.g. Salesforce, Microsoft Dynamics, Hubspot, Zoho, Playmaker, etc.).
• Bachelor’s 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 driver’s license, good driving record and auto insurance as required by law.

Responsibilities

• Enrolls monthly participants by guiding qualification and onboarding, coordinating Medicaid enrollment and follow-up.
• Builds relationships with referrals and providers to expand InnovAge’s reach and enrollment opportunities.
• Manages intake meetings, educates prospects about InnovAge programs, and ensures accurate CRM updates.
• Coordinates center/home visits, enrollment decisions, and documentation through the enrollment process.
• Provides exceptional customer service to inquiries and drives referrals through a positive enrollment experience.

Skills

Healthcare sales

CRM experience

Bachelor's degree

Driver's license

Education

Bachelor's degree in business or related field

Tools

Salesforce

Microsoft Dynamics

Hubspot

Zoho

Playmaker

Job description

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 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 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 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.

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.)
• Bachelor’s 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 driver’s license, good driving record and auto insurance as required by law.

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.

$59,800 - $74,800

Compensation Disclaimer

The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays.

Attention Florida Applicants

This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse.

For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com