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

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.

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

Agency Disclaimer

InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.