Enrollment Advisor- Trilingual (English, Hmong, Lao)

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

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

JOB SUMMARY

Under the general direction of the Enrollment Advisor Lead, the Enrollment Advisor is the first and primary point of contact for new referrals and early-stage prospects; owning timely outreach, intake, early engagement, and the judgment-based decisions that determine how each prospect advances. Working a high-volume pipeline by phone, text, and email, the Advisor applies independent judgment and proven sales practices to deliver rapid response, run discovery tailored to each individual, sell the value of PACE, determine the right pathway, and advance every prospect toward enrollment readiness with a secured next step.

The Advisor introduces prospective participants and their families to the PACE program, uncovers their needs and challenges, and independently exercises judgment to qualify or disqualify prospects, determine eligibility alignment, and decide the stage and pathway each prospect should follow. The Advisor initiates required documentation and Medicaid verification in coordination with internal partners, maintains accurate and timely CRM documentation, and executes a warm, confidence-building handoff and endorsement to the Enrollment Navigator for a seamless transition.

The Enrollment Advisor represents BoldAge PACE with professionalism and empathy, embodying our values of People First, Seek to Understand, Exceed Expectations, Do the Right Thing, and Be Bold, and plays a critical role in improving speed-to-lead, reducing lost opportunities, and supporting overall census growth.

ESSESNTIAL DUTIES AND RESPONSIBILITIES:

Exercise Independent Judgment on Matters of Significance

• Decide funnel placement. Independently assess each prospect’s circumstances and determine which stage of the enrollment funnel they belong in and how and when to advance them; a decision that directly shapes pipeline accuracy and enrollment outcomes.
• Determine eligibility alignment. Weigh each prospect’s health, financial, situational, and “why now” factors against PACE program requirements to independently judge whether they are a viable candidate for enrollment, exercising discretion in ambiguous and borderline cases rather than applying a fixed checklist.
• Disqualify and loss leads. Exercise independent authority to disqualify a prospect or mark a lead lost when judgment indicates they are not the right fit, a significant decision that governs how the organization invests its enrollment resources and protects pipeline integrity.
• Own the pathway. Independently determine the optimal next step and pathway to enrollment for each prospect, adapting strategy to the individual rather than following a single prescribed track.

Speed to Lead — Be First to Every Referral

• Own speed-to-lead. Execute rapid first outreach to every new referral within established speed-to-lead expectations (target ≤ 30 minutes), using judgment to prioritize and sequence outreach for best effect.
• Be the primary point of contact. Serve as the first, professional, and supportive voice for all new referrals and early-stage prospects.
• Cover inbound. Receive and respond to inbound calls as needed, backing up call center operations while keeping focus on the assigned pipeline.

Engage & Work the Pipeline

• Engage across channels. Reach prospects and caregivers by phone, text, and email to introduce PACE, build rapport, and open the conversation.
• Work a high-volume pipeline. Prioritize outreach and follow-up across a large book of early-stage prospects, exercising judgment on where to invest effort to keep every viable prospect progressing.
• Persistence with purpose. Apply judgment to set and adjust the right follow-up cadence for each prospect to drive engagement and prevent lead attrition.

Discover & Uncover the Pain

• Run discovery your way. Lead a needs assessment tailored to each prospect, deciding which questions to ask and how to probe — to surface daily struggles, caregiver stress, health and safety concerns, and the “why now” behind the inquiry. Because every participant is different, the Advisor adapts the conversation rather than reading a script.
• Qualify with care. Exercise judgment to determine general eligibility and alignment with PACE services, surfacing and weighing what matters most to the prospect and family.

Sell the Value of PACE

• Make the value personal. Connect PACE to the prospect’s situation — independence at home, fully coordinated care, and peace of mind for the family, in terms that matter to them.
• Educate clearly. Explain PACE services, eligibility criteria, and the enrollment process to prospects, caregivers, and referral sources with clarity and empathy.

Secure the Next Step

• Ask for and secure the next step. Close every interaction with a defined next commitment — a scheduled call, a document, or an appointment, never leaving a conversation open-ended.
• Own pipeline movement. Ensure every active prospect has a clearly defined next activity and use judgment to actively advance them from initial contact through enrollment readiness.

Endorse & Hand Off to the Enrollment Navigator

• Endorse the closer. Actively build the prospect’s confidence in the Enrollment Navigator who will guide them through enrollment and in-person steps; transferring trust so the family never feels handed to a stranger.
• Execute warm handoffs. Transition qualified, enrollment-ready prospects to the Enrollment Navigator with continuity of communication and a seamless experience, and when in-person support is required.
• Advance to readiness. Move prospects through intake and qualification to enrollment readiness, initiating coordination with Participant Benefit Specialists along the way.

CRM Discipline, Coordination & Compliance

• Keep the CRM clean. Receive, review, and accurately enter referrals; maintain detailed, timely documentation of every interaction, judgment call, status update, and next step in Aline.
• Drive eligibility. Coordinate with Participant Benefit Specialists (PBS) to initiate Medicaid verification and application; in applicable markets, access and review Medicaid eligibility systems to support timely qualification.
• Collect what’s needed. Initiate collection of required documentation (consents, medical records, forms) telephonically and electronically, coordinating in-person follow-up with the Enrollment Navigator when needed.
• Keep referral sources in the loop. Maintain responsive communication with referral sources, including acknowledgment of referrals and status updates as appropriate.
• Stay sharp and compliant. Participate in team meetings, training, and ongoing development; maintain compliance with all PACE marketing, outreach, and communication regulations, permission-based and CMS-defensible.

Represent BoldAge PACE. Support organizational quality initiatives, act with professionalism and integrity, and perform other duties as assigned to support organizational goals and operations

Metrics for Success

To focus on quality and customer satisfaction, all BoldAge positions will have at least one (1) KPI related to job duties in the role. Refer to the BoldAge Intranet site to view specific KPIs for this job description. 

EXPERIENCE AND EDUCATION 

• Trilingual (English, Hmong, Lao) required
  
• Bachelor's degree in Business, Healthcare Administration, Marketing, Communications, ora related field preferred; equivalent experience considered.
• Minimum of 3 years of experience in inside sales, healthcare enrollment, patient access, admissions, or a high-volume call center environment.
• Demonstrated success managing a sales pipeline, qualifying leads, and achieving conversion or enrollment goals. 
• Experience using CRM systems (Aline, Salesforce, or similar) and maintaining accurate documentation. 
• Healthcare, Medicare/Medicaid, PACE, or senior services experience preferred.
• Bilingual (English/Spanish) preferred, where applicable.

PRE-EMPLOYMENT REQUIREMENTS:

• 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.