The Care Advocate (CA) is responsible for facilitating new referrals for InnovAge services and inquiries regarding resources for the frail or elderly. This position assists potential participants through various forms of communication by assessing, triaging, referring and performing follow-up with all engaged parties.
Functional Category: Customer Relations
Estimated Percent of time Spent 100%
Provides phone, fax and web contact from coverage during scheduled hours for incoming inquiries and potential enrollments.
Answers questions and provides information about InnovAge programs and service lines, maintains current knowledge of general operations, eligibility and costs.
Obtains Intake information in regards to health and level of functioning, services requested, current support and financial resources.
Following intake protocol performs initial assessment and triage based on intake information; communicates available options and recommends Care Navigation or other InnovAge services as appropriate.
Utilizes excellent customer service and effective sales techniques to increase service as appropriate for each individual.
Provides external referrals to established trusted community partners if caller/potential participant has a need for service/s outside of InnovAge business lines.
Performs accurate and timely documentation of each caller/potential participant encounter in the CRM.
Performs follow-up as needed with callers/potential participants and with referral sources in regards to enrollment status in order to provide a high level of customer service.
Maintains and distributes current written materials on program affiliates and available resources.
Sends out information on InnovAge or other community programs via multiple lines of communication.
Prepares membership cards for multiple InnovAge programs.
Performs other administrative support functions as needed
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Work Experience and Qualifications
Minimum two (2) years of healthcare experience working with the disabled adult and/or elderly population
Current knowledge and experience with phone intake procedures in a healthcare related environment.
Current knowledge of geriatric assessment skills and community resources available to seniors and their families.
Ability to effectively obtain, analyze, and forward information over the phone.