Assessment Specialist

Job Description

Job Description

Responsibilities

As an  Assessment Specialist  at InnovAge, you will play a crucial role in transforming the lives of the seniors by providing them access to the high-quality care and support offered by Program for the All Include Care for the Elderly (PACE) . Your empathetic approach, strategic acumen, and commitment to exceeding sales targets will be instrumental in fostering meaningful connections and making a lasting impact in the lives of those we serve.

You will engage with potential participants primarily over the phone, spending most of your day on calls with leads in a virtual contact remote center environment.  Once leads are pre-qualified, you will complete 20-25 medical needs assessments via phone and prepare the senior for an intake meeting with the local Enrollment Representative (ER) to complete the remainder of the enrollment process. 

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

• Exceeding Targets: Continuously surpassing monthly participant enrollment quotas by leveraging persuasive communication and effective sales techniques. Embracing challenges and driving remarkable sales results.
• Dynamic, Always-On Role: Thrive in a fast-paced environment where adaptability and quick response are paramount, as this position demands an 'always on' approach to deliver exceptional service and meet sales goals.
• Empathetic Pre-Qualification: Conducting impactful outbound sales calls to pre-qualify leads and prospective participants for the Program for PACE. Employing exceptional empathy and understanding to identify potential participants' healthcare needs and determine their eligibility for the program.
• Engaging Information Provider: Engaging potential participants with compelling information about InnovAge's services, benefits, and the seamless enrollment process. Showcasing how InnovAge's care can make a transformative difference in their lives.
• CRM Sales Lead & Record Keeping Expertise: Maintaining meticulous and up-to-date records of all interactions and lead information in a top-ranking CRM system. Ensuring accuracy and organization to facilitate effective follow-ups, appointment reschedule requests, and all variety of other communication needed to move potential participants towards enrollment.
• Collaborative Facilitator: Collaborating seamlessly with the Enrollment Representative to seamlessly schedule intake meetings with pre-qualified participants. Playing a vital role in streamlining the enrollment process.
• Strategic Contributor: Actively contributing to the development and implementation of innovative sales strategies that elevate lead generation and conversion rates. Embracing a proactive approach to stay ahead in the competitive landscape.
• Customer Service Champion: Delivering unparalleled customer service with a focus on building genuine connections with potential participants. Cultivating trust and rapport to inspire confidence in InnovAge's offerings.
• Continuous Improvement: Continuously enhancing industry knowledge and internal processes through ongoing training and self-improvement initiatives. Staying at the forefront of healthcare advancements and sales methodologies.
• Critical Problem Solver: Utilizing astute critical thinking skills to navigate complex care need conversations with potential participants. Identifying and addressing challenges they may be experiencing with various activities of daily living (ADL).
• Masterful Script Execution: Leveraging expert sales and call scripting with precision and discipline while individualizing the conversation to the needs of the potential participant.  Employing a consistent and polished approach to ensure impactful interactions.  Oftentimes, our potential participants will need explanations tailored to their individualized communication style and/or limitations.  Ultimately, the breadth of services our PACE program offers to qualifying participants must effectively communicated to ensure all leads are pre-qualified before scheduling an intake.  
• Empowering Senior Connections: Adeptly building strong rapport with seniors and driving towards clear pre-qualification decisions within a single conversation. Demonstrating compassion and understanding throughout every interaction.

REQUIRED

• 2+ yrs health care experience working with the frail and/or chronically ill elderly population.
• Proven experience in sales, preferably in a high-volume, fast-paced contact center environment.
• Strong communication and interpersonal skills, with the ability to build rapport and establish trust with potential participants.
• Exceptional persuasive and negotiation abilities to encourage potential participants to join the PACE program.
• Excellent organizational and time management skills to handle multiple leads and prioritize tasks effectively.
• Proficiency in using Customer Relationship Management (CRM) systems to track leads and manage sales processes.
• A commitment to providing exceptional customer service and compassionate care to the elderly population.
• Associates degree from an accredited college/university

PREFERRED

• Previous customer contact center experience in a high volume/high readiness environment.
• Previous experience working in the healthcare industry, particularly with other healthcare companies or organizations.
• Familiarity with PACE/LIFE or similar programs for the elderly.
• Multi-lingual
• Bachelor’s degree from an accredited college/university