ResponsibilitiesUnder the supervision of the Regional Sales Director, the Lead Outreach Specialist is responsible to strategically guide referral partner and associated sales activities and engagement to achieve professional, community, and government entity referral and enrollment goals in the assigned territories to support increasing the funnel to reach and exceed census targets. The Lead Outreach Specialist serves as the main point of contact for the Regional Sales Director to assess lead generation activities and provide support to the Outreach Specialist teams as a subject matter expert on the account management and lead generation process. This position leads daily activity calls and creates opportunities for the Outreach Specialists to attend scheduled events, work in ride-alongs, and provide real time coaching on best sales practices with Outreach Specialists and referral partners.
This role offers a competitive base salary with additional commission opportunity.
Essential Functions and Work Responsibilities
Functional Category: Business Development
Estimated Percent of time Spent – 100%
Outreach Management
- With the goal of achieving budgeted sales, lead daily Outreach Specialist activity meetings, prepare action items for the team, and provide at the elbow coaching, support, and as warranted performance improvement plans.
- Prepare action items for Outreach Specialists to meet and exceed center budgeted gross enrollments.
- Coordinate and schedule events across the entire catchment area, assigning attendance to the applicable Outreach Specialist in that territory.
- Design and execute referral channel strategies with the Regional Sales Director, covering the entire catchment area.
- Provide verbal and documented updates to Regional Sales Director regarding lead generation and qualification.
- Collaborate with Lead Enrollment Representative to identify areas for process improvement and optimization.
- Ensure Outreach Specialists are working with Enrollment Coordinator to conduct tours while they continue to generate leads from their accounts.
B2B – Sales/Business Development
- Executes the Marketing/Sales Plan for InnovAge and exceeds monthly enrollment quotas (minimum 6-8 enrollments/month).
- Develop and execute the sales strategy of assigned territories for the Program of All-inclusive Care for the Elderly (PACE).
- Prospects new account opportunities based on research.
- Creates strong relationships with referral sources in order to effectively educate others regarding InnovAge PACE services using technical selling skills and product knowledge. Referrals sources within channels including, but not limited to, healthcare professionals, inpatient/outpatient healthcare settings, independent living communities, government entities, faith-based groups, community resources.
- Increase the account volume of referral sources in their assigned territories, as well as referral volume through strategic account management and follow up to meet and exceed assigned minimum performance and activity expectations.
- 6-8 enrollments/month as assigned to the individual territory post ramp up period
- 2 self-generated leads/day with minimum 35% conversion to qualified referral, or higher based on historical territory analysis
- 25 sales call attempts/week, at least 10 of which result in meaningful contacts and actionable next steps
- Creates and conducts effective proposal presentations to referral sources.
B2C - Individual Potential Participant Qualification
- Creates and conducts effective proposal presentations to prospective participants.
- Receives communication from call center, broker, and/or other Outreach Specialist to handoff complex leads requiring further qualification.
- Identifies populations of Medicaid, Medicare, Dual Eligible, VA, and Private Pay individuals and strategically aligns InnovAge PACE services within their communities through referral channels.
CRM Workflow and Documentation
- Maintains accurate records of all sales and prospecting activities including sales calls, presentations, closed sales and follow up in the CRM.
- Develops and manages accounts by maintaining regular contact with referral sources and documents communication in regard to type of contact, follow-through, and results for the assigned territory and business line being worked directly into the Customer Relationship Management (CRM) software in real time. Maintains the InnovAge CRM for qualified account and prospect leads through referrals, telephone canvassing, face to face meetings, cold calling referral sources, email and networking.
- Identifies the customer/referral need, matches the need to the value of InnovAge PACE services offered and then asks for the referral and/or sale based on strong listening skills and the ability to empathize with the customer.
- Participates and contributes to the development of InnovAge PACE related educational programs offered to referral sources, prospects and company employees.
- Regular reporting on goal attainment and performance as requested by sales leadership.
Performs other duties as requested in a positive and helpful manner to ensure a smooth running work area.
Travel
- Travel may be required
- Overnight travel may include local or out of state
Relocation
- Be open to relocation based on business necessity
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
REQUIRED
Education
- Bachelor’s degree in business, sales, marketing, human services or a related field from an accredited college/university or applicable significant healthcare sales and/or InnovAge experience in lieu of educational requirements
Licensure, Certification, Registration or Designation
- Requires state issued driver’s license, personal transportation, good driving record and auto insurance as required by law
Work Experience and Qualifications
- Four (4) years of proven successful healthcare focused sales and marketing in both B2B (hospitals, healthcare providers, senior living communities, etc.) referrals sources and B2C (individual patient) settings, Medicare Advantage plans, Managed Care Medicaid plans, Veterans Administration health benefits, or equivalent combination of education and experience; or equivalent combination of education and experience
- One (1) year of proven successful experience as an InnovAge Outreach Specialist
- Sophisticated experience and skilled in using CRM database systems (e.g. Salesforce, Microsoft Dynamics, Hubspot, Zoho, Playmaker, etc.)
- Proven track record of exceeding sales goals
PREFERRED
Work Experience and Qualifications
- Existing book of business/contacts/referrals in post-acute and senior care settings
- Familiarity and comfort in a mobile technology driven environment
Other Knowledge Skills and Abilities Required
Computer Skills
- Must be computer proficient and possess experience with CRM software, Microsoft Word, Excel, and Outlook.
- Must be able to quickly learn specific software and new applications.
Mathematical/Financial Skills
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Able to analyze data and statistics and draw reasonable conclusions and compile accurate reports.
Language Skills
- Ability to read, analyze and interpret regulations and other documents.
- Strong interpersonal skills and ability to effectively and tactfully present information to, and communicate with, co-workers, employees, and others.
- Possess exceptional English written and verbal communication skills, including accurate grammar and business correspondence knowledge.
- Ability to read and write memos, reports, and correspondence that conform to prescribed style and format.
Reasoning Ability
- Ability to define problems, collects data, establish facts, and draw valid conclusions.
Other Skills and Abilities:
- Able to establish and maintain cooperative and positive working relationships.
- Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence.
- Even-tempered and able to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment.
- Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds.
InnovAge Service Standards Requirements
Safety
- Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.
Accountability
- Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
- Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
- Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.
Caring
- Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
- Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.
Integrity
- Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
- Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
- Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co‑workers, participants, clients, and all other business contacts.
Quality
- Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
- Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
- Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
- Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues
Physical Demands /Work Environment
PHYSICAL DEMANDS
Must possess mobility to work in a standard office setting, or clinical setting, and use standard office equipment, including a computer, and medical equipment; vision (close distance, long distance, depth and peripheral) to assess emergency situations, including medical incidents and to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Depending on assignment, standing in work areas and walking between work areas may be required, and travel to visit various cultural, physical, behavioral and environmental settings may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, typewriter keyboard, or calculator and to operate standard office and medical equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed. Reasonable accommodations will be made for individuals on a case-by-case basis.
WORKING CONDITIONS
Employees primarily work in an office environment with moderate noise levels and fluctuating indoor temperatures. Employees may work outdoors and are occasionally exposed to loud noise levels and cold and/or hot temperatures. Incu
