National Call Center Navigator - Remote - BoldAge PACE : Job Details

Join BoldAge PACE and Make a Difference!

Why work with us?

• A People First Environment: We make what is important to those we serve important to us.
• Make an Impact: Enhance the quality of lifefor seniors.
• Professional Growth: Access to training and career development.

Competitive Compensation:

• Medical/Dental
• Generous Paid Time Off
• 401K with Match*
• Life Insurance
• Tuition Reimbursement
• Flexible Spending Account
• Employee Assistance Program

BE PART OF OUR MISSION!

Are you passionate about helping older adults live meaningful, independent lives at home with grace and dignity? BoldAge PACE is an all-inclusive program of care, personalized to meet the individual health and well-being needs of our participants. Our approach is simple: We listen to our participants and their caregivers to truly understand their needs and desires.

National Call Center Navigator

SUMMARY:

The National Call Center Navigator at BoldAge PACE is responsible for articulating the benefits of the Program of All-Inclusive Care for the Elderly (PACE) to potential enrollees and community members across the nation. This role provides exceptional customer service by cultivating relationships, gaining a thorough understanding of callers needs, effectively communicating information about BoldAge centers and programs, and ensuring all concerns are addressed with accuracy and care. Key responsibilities include implementing tailored intake procedures, assisting with enrollment processes, and ensuring seamless communication with team members. The Navigator also maintains confidentiality, serves as a knowledgeable program resource, and analyzes data to improve program effectiveness. This position plays an essential role in ensuring that BoldAge PACE delivers high-quality, personalized care to older adults while upholding core values of prioritizing people, seeking understanding, exceeding expectations, and fostering bold innovation.

ESSESNTIAL DUTIES AND RESPONSIBILITIES:

• Build strong, trusting relationships with prospective participants, their families, caregivers, and community members.
• Clearly articulate the benefits and eligibility requirements of the PACE program to interested individuals.
• Offer comprehensive details about BoldAge PACE centers and programs, ensuring clarity and understanding.
• Serve as the initial point of contact, offering outstanding customer service to potential participants and stakeholders.
• Efficiently manage prospect intake, assessments, and eligibility procedures with meticulous attention to detail.
• Ensure a smooth transition for participants from signature to enrollment, collaborating with the operations team.
• Inform prospective participants about state-specific Medicaid eligibility processes.
• Promptly respond to web inquiries, directing them to appropriate team members as needed.
• Effectively use platforms like CRM systems, Microsoft Teams, Outlook, and electronic medical records for team communication.
• Maintain comprehensive records of all prospect and community resource encounters in the CRM tool.
• Execute the National Call Center Plan, including outreach to re-engage lost or stagnant leads.
• Be accessible during assigned working hours to handle incoming calls and communications.
• Protect privacy and uphold confidentiality of all company procedures and participant information.
• Engage in staff meetings, in-service training, and continuing education to enhance skills and knowledge.
• Follow all company policies, procedures, and safety guidelines, including OSHA standards.
• Participate in initiatives aimed at enhancing program effectiveness and quality.

• Carry out other tasks as required or requested to support the organization's mission.

EXPERENCE AND EDUCATION

• A baccalaureate degree in health care administration, business, communications, marketing, or related human services field is preferred.?
• High school diploma or equivalent is required.?
• Bi-lingual fluency in Spanish is preferred?
• Experience in community outreach, intake, enrollment, or marketing preferred.

PRE-EMPLOYMENT REQUIREMENTS:

• All Employees - Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance.????
• Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.????
• Pass a comprehensive criminal background check that may include, but is not limited to, federal and state Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen.?

BoldAge PACE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

* Match begins after one year of employment