About This Role
Managing the intake and enrollment process for InnovAge PACE is the core of this role, which also involves supervising Enrollment Representatives. The Enrollment Manager monitors adherence to the Customer and Relationship Management software (CRM/Inn Sight) and works closely with the Eligibility and Financial Determination (EFD) team to align objectives and promote best practices.
Responsibilities
- Effectively supervise and manage direct reports, providing motivation and direction to employees to achieve or exceed all monthly sales and enrollment goals for their region
- Interview, hire, and train employees
- Plan, assign, and direct work
- Appraise performance, recognize, and reward employees
- Implement corrective disciplinary procedures and practices (under direction of supervisor and in partnership with Revenue Operations data and Human Resources)
- Address complaints and resolve problems
- Help set the tone of the department to ensure morale, teamwork, and a positive employment culture
- Regularly schedule leadership/management, department, and staff 1:1 meetings to provide leadership, individual coaching, professional development, and a forum for communication
- Ensure annual employee performance reviews are conducted in a timely and effective manner
- Evaluate performance of employees for compliance with established policies and objectives and contributions in attaining objectives
- Oversee execution of the intake and assessment processes
- Collect data in accordance with PACE requirements
- Prepare reports as required by internal stakeholders and administering agencies
- Evaluate enrollment timelines to determine opportunities for optimizing and enhancing the enrollment process
- Assist in evaluating the intake and assessment process, identifying problem areas and making recommended changes
- Monitor daily Enrollment Representative utilization of the CRM
- Report enrollment progress to operational leadership at pre-determined intervals throughout the month and daily leading up to the end of the month
- Monitor funnel health in collaboration with the sales teams and provide pertinent updates to center directors during individual center funnel meetings
- Maintain ongoing relationships with stakeholders and agencies to ensure a clear understanding of InnovAge PACE as a vital community resource
- Share responsibility with other team members in the implementation of PACE philosophy and achievement of program goals
- Assume the lead role in enrollment quality assurance-related activities in collaboration with sales leadership and center directors
- Collaborate and align with the EFD team to optimize the Medicaid approval process