Under the supervision of the Center Director, the Enrollment Representative is responsible for providing exceptional customer service to potential participants/clients and/or their representatives and timely coordination of all aspects of the enrollment process that result in increased service utilization of InnovAge affiliates.
The Enrollment Representative serves as the main point of contact throughout the entire process for individuals interested in enrollment into InnovAge programs and services. Representing InnovAge, this position manages education, enrollment, in-take, Medicaid and follow-up through the enrollment process. Must have working knowledge of sales process and possess ability to "close" the sale.
Essential Functions and Work Responsibilities
Functional Category: Potential Participant Inquiry Support
Estimated Percent of time Spent 40%
Provides exceptional customer service to individuals who inquire about, enroll in, and/or participate in InnovAge affiliate programs.
Gathers information from potential participant and/or representatives regarding individual situation and service needs.
Based on comprehensive knowledge of all InnovAge affiliates, identifies most appropriate services for each potential participant based on their individual situation and needs.
Functional Category: Enrollment Process Management
Estimated Percent of time Spent 50%
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 documentation for enrollment, assessment, Medicaid, and SEP as appropriate.
Maintains accurate documentation and actively monitors the application process for each potential participant/client through enrollment process to insure participant/client is enrolled and receiving services in 30 days or less (on average).
Properly completes, submits and monitors Medicaid application process to help individuals access Medicaid benefits in order to enroll in PACE or other affiliate as appropriate.
Provides accurate and timely documentation throughout the enrollment process and shares information with other team members as needed to complete the process.
Understands 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 many other departments/affiliates, including marketing/sales, call center, operations, Medicaid, accounting, and others.
Provides follow up after enrollment to ensure participant satisfaction.
Working collaboratively with other team members, responsible for attaining established census 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.
Consistently cooperates and supports organization in identifying and solving problems/issues.
Ensures customer satisfaction by understanding and applying the Customer Service Policy, Procedure and Standards.
Participates in any required staff meetings and training.
Performs other duties as requested in a positive and helpful manner to ensure a smooth running work area.
Licensure, Certification, Registration or Designation
Work Experience and Qualifications
Minimum of three years of related experience; or equivalent combination of education and experience
Minimum of one year of experience working with a frail/elderly population.
Exceptional customer service skills and working knowledge of the sales and closing process.
Comprehensive knowledge of Medicaid application process necessary
Work Experience and Qualifications