Enrollment Coordinator

InnovAge•San Bernardino, CA

2d•$26 - $33

About The Position

The Enrollment Coordinator will take the lead on ensuring widespread, consistent, and timely enrollment of PACE participants. The role is charged with refining policies and standards around the enrollment process, and monitoring and encouraging ongoing participation by staff at all levels across the organization. Reports to the Enrollment Manager with a dotted line reporting to the Regional Sales Director. The role entails general internal data stewardship and will work with Operations, Sales & Marketing and Finance to build quality reporting metrics as well as assist in ensuring timely updates to operations. This role helps oversee, coordinate, improve and enhance the enrollment process including process, data, etc. in accordance with current and future InnovAge practices. The Enrollment Coordinator will work with enrollment leadership to spearhead and prioritize improvements to the CRM environment, regularly convening stakeholders to discuss new initiatives, ongoing quality metrics, and utilization statistics to proactively manage the information resources needed for internal decision making and internal metrics accountability around enrollment. With the goal of achieving or exceeding all monthly sales and enrollment goals for their region, ensure that required data and documents are in place in CRM application for actively enrolling prospective participants. Ensure that all required data related to new enrollments is complete and checked for quality in the CRM application to meet company established deadlines. Collaborate with sales and marketing to assist teams with web qualifier lead follow up, phone inquiries, tours, document retrieval and finalization as necessary. Establish process to track and optimize submission activity for level of care evaluations and scheduling. Notify key stakeholders of delayed or missing data and/or document submissions to ensure timely review for potential enrollment. Develop tracking to optimize the enrollment process – including submission activity and Medicaid punch-list tracking. Become SME in CRM application and act as system administrator. Support new FTE’s on the CRM system as they are on-boarded. Evaluate processes and systems around enrollment including interaction with Sales and Eligibility & Financial Determination (EFD) departments to identify opportunities to improve efficiencies and productivity. Support enrollment manager to develop enrollment training documentation as needed to provide users a single source for processes, systems, and resources to support consistency across all centers. Extract and analyze enrollment data from various systems to analyze opportunities in the process from inquiry through Medicaid approval to help develop enrollment metrics and enhance/optimize the enrollment process. Collaborate with Sales & Marketing and EFD to further develop and create new reporting to enhance the enrollment process. Provide analysis, outcomes and solutions from the data and reporting. Act as a liaison between Sales and Enrollment to optimize the enrollment process – including scheduling of intakes, follow-up on unresponsive prospects, visit days, PMIP’s, Initial PA’s, SW assignment, etc. Act as a liaison between Enrollment and Operations to maintain funnel health and update Operations to prepare for enrollments. Act as a liaison between Enrollment and EFD to optimize the enrollment process – including punch-list deliverables. participate via attending daily sales and enrollment team meetings.

Requirements

2+ yrs healthcare experience working closely with a sales team in an analytical role completing financial/data analysis.
Strong technology acumen, analytical capabilities, project management skills, structured process thinking, and process improvement expertise.
Excellent computer skills including CRM, e-mail, MS Office products, and other databases as assigned.
Demonstrated proactive approach to problem-solving with strong decision-making capability and the ability to achieve performance goals and meet deadlines in a fast-paced environment.
Ability to set priorities and work well with all levels of personnel.
Proven written and oral communication skills.
Ability to plan, organize, develop, implement and interpret the programs, goals, objectives, and policies and procedures that are necessary for optimizing enrollment.
Proven decision making and analytical skills
Bachelors in Business Administration, Healthcare Administration, Public Health, or another human services related field from an accredited college/university or related experience in lieu of degree

Responsibilities

Refining policies and standards around the enrollment process
Monitoring and encouraging ongoing participation by staff at all levels across the organization
Building quality reporting metrics
Assisting in ensuring timely updates to operations
Overseeing, coordinating, improving and enhancing the enrollment process
Spearheading and prioritizing improvements to the CRM environment
Convening stakeholders to discuss new initiatives, ongoing quality metrics, and utilization statistics
Ensuring that required data and documents are in place in CRM application for actively enrolling prospective participants
Ensuring that all required data related to new enrollments is complete and checked for quality in the CRM application
Collaborating with sales and marketing to assist teams with web qualifier lead follow up, phone inquiries, tours, document retrieval and finalization as necessary
Establishing process to track and optimize submission activity for level of care evaluations and scheduling
Notifying key stakeholders of delayed or missing data and/or document submissions to ensure timely review for potential enrollment
Developing tracking to optimize the enrollment process
Becoming SME in CRM application and act as system administrator
Supporting new FTE’s on the CRM system as they are on-boarded
Evaluating processes and systems around enrollment
Supporting enrollment manager to develop enrollment training documentation
Extracting and analyzing enrollment data from various systems
Collaborating with Sales & Marketing and EFD to further develop and create new reporting to enhance the enrollment process
Providing analysis, outcomes and solutions from the data and reporting
Acting as a liaison between Sales and Enrollment to optimize the enrollment process
Acting as a liaison between Enrollment and Operations to maintain funnel health and update Operations to prepare for enrollments
Acting as a liaison between Enrollment and EFD to optimize the enrollment process
Participating via attending daily sales and enrollment team meetings