- Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners.
- Make outbound follow-up calls to leads.
- Support inbound campaigns by answering questions and educating prospects.
- Assess preliminary PACE eligibility.
- Coordinate warm handoffs to local Enrollment Specialists, Outreach Specialists, and Intake Coordinators.
- Perform service recovery and de-escalate callers.
- Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
- Maintain accurate records using CRM and Contact Center systems.
- Maintain compliance with all CMS, DHCS, and Habitat Health policies.
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