GENERAL SUMMARY:

Responsible for responding to Information and Referral (I&R) inquiries with timely and accurate information, education, support and referrals. Builds rapport with callers to elicit relevant information, effectively communicates via phone, gathers and records data, accurately assess callers’ needs and appropriately motivates callers to follow through with referrals. Enhances information sharing between the Enrollment and Marketing teams to support efficient and effective use of resources to meet census goals. Retrieves medical records for new participants and conducts scheduled office hours at designated senior housing buildings.

ESSENTIAL RESPONSIBILITIES

• Interfaces with professionals, caregivers and seniors via telephone, written correspondence, and e-mail to respond to inquiries for health and in home services for older adults. Conducts scheduled office hours at designated senior housing communities to provide residents and caregivers with information about PACE, answer questions, identify potential needs, and connect interested residents with enrollment.
• Anticipates and quickly identifies customer needs regarding senior services in the community. When appropriate, initiates screening referrals for eligibility in accordance with PACE and Adult Day Health enrollment regulations. Schedules initial visits for referrals with enrollment coordinators.
• Accurately documents the outcome and actions taken in response to the inquiry
• Establishes and nurtures effective referral relationships with health and human service professionals, often by following up on the status of referrals. Initiates outbound calls to referral sources as directed.
• Works closely with marketing team to ensure responses to inquiries from professionals and potential participants are handled in a consistent manner. Develops tools to standardize and optimize call handling.
• Actively participates in team meetings provides insight, support and strategy to address external and internal barriers to enrollment. Proactively updates team members on changes in the status of referrals.
• Processes and audits data entry into Customer Relationship Management (CRM) software. Maintains and encourages data entry standards, minimizing duplications and errors.
• Demonstrates full understanding of Element Care services. Continuously seeks avenues for expanding knowledge base and developing professional expertise. Shares best practices.

• Maintains phone performance levels and data-entry quality while working on special projects and providing administrative support to department managers/directors as needed.
• Frequent local travel.
• Performs other duties as required.

JOB SPECIFICATIONS

• High school degree or equivalent. Associate’s degree in business/marketing, healthcare or human service field preferred.
• 2-4 years work experience. Experience working with seniors or caregivers in a healthcare or behavioral health setting preferred.
• Bilingual (Spanish preferred)
• Advanced computer skills, including Microsoft Office and CRM software.
• Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills.
• Medical terminology experience preferred.
• Experience working effectively and comfortably with individuals from diverse backgrounds.
• COVID vaccinated preferred.
• Bilingual Spanish preferred.