Enrollment Representative

Responsibilities

• 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 on time; completes intake profile in CRM with requested information from prospective participant or representative and referral sources; gathers information regarding individual situation and service needs; promotes the program to prospective participant, family members and/or representatives, aligning messaging with individual needs; 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 to meet needs of referral sources and prospective participants, encouraging more referrals; based on comprehensive knowledge of InnovAge services, identifies most appropriate services for each potential participant; 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; strategically identifies and generates additional referrals through referral source and prospective participant interactions.
• Enrollment Process Management (50%): Provides 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 collection of necessary information and documentation throughout approval and Medicaid enrollment process; maintains accurate documentation and actively monitors application process for each potential participant/client to ensure enrollment; presents prospect cases to assigned center’s enrollment decision team to advocate for prospects and make internal sale by presenting accurate and pertinent information regarding prospect’s living situation, condition and service needs; closely collaborates with Eligibility and Financial Determination department and related third parties to properly complete, submit and monitor Medicaid application process to help individuals access Medicaid benefits for enrollment in InnovAge PACE/LIFE or other affiliate; 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%): Works closely with interdisciplinary team, marketing/sales, call center, operations, Medicaid, accounting, and others to ensure smooth transition into program; 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 and strengthen positive brand image; performs other duties as requested in a positive and helpful manner to ensure a smooth‑running work area.

Requirements

• 2+ years of proven successful healthcare‑focused sales, intakes or admissions in both B2B (hospitals, healthcare providers, senior living communities, etc.) referral sources and B2C (individual patient) settings, Medicare Advantage plans, Managed Care Medicaid plans, Veterans Administration health benefits; or equivalent combination of education and experience.
• 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.

Benefits

• Medical, dental, vision insurance
• Short‑ and long‑term disability
• Life insurance and AD&D
• Supplemental life insurance
• Flexible spending accounts
• 401(k) savings plan with company match
• Paid time off
• Company‑paid holidays

Pay

Posted pay range: $55,900 – $69,900 (base salary, with additional commission opportunity).