Senior Care Consultant

About Seen Health

At Seen Health, we are revolutionizing the way senior care is delivered through the PACE (Programs of All-Inclusive Care for the Elderly) model. Backed by top VCs, Seen Health is a culturally-focused, technology-enabled healthcare organization that integrates comprehensive medical care and social support with a high-touch, interdisciplinary approach. 

Our mission is to empower seniors to age-in-place with dignity and provide their families peace of mind. We are building upon a proven Home and community based services model to create a culturally-competent and scalable PACE program. We are also building a comprehensive operating system focused on data and workflows that span across systems, processes, people, and care contexts. We want to empower our clinicians and staff with tools that deliver relevant data at the time and site of care and enable them to deliver exceptional care to our participants, which improve clinical outcomes, participant & provider satisfaction, and ultimately our strength as an organization.

We are a mission-driven, multidisciplinary team with deep healthcare, technology, and operations expertise, each inspired by our own personal stories of caring for seniors in our lives. Our name, Seen Health, was chosen to reflect our commitment to provide the highest standard of care to underserved older adults while respecting and incorporating their individual beliefs, heritage, and values, so that they can truly be seen.

About this Role

The Senior Care Consultant serves as the first point of contact for prospective Seen Health PACE participants and their families. The ideal candidate is bilingual, quick-thinking, compassionate, and skilled in communicating complex healthcare information in a clear, reassuring manner to seniors and their families.This role is primarily phone-based and focuses on answering inbound calls, following up on leads, and guiding seniors through the PACE enrollment process. 

Key Responsibilities

• Answer inbound phone calls from prospective seniors, family members, and referral sources. 
• Proactively reach out to seniors or their family members who express interest through our various marketing channels
• Conduct phone-based consultations to explain the PACE program, eligibility requirements, and benefits
• Actively follow up on leads that have not yet been contacted or fully engaged by outreach sales staff
• Build rapport and trust with seniors and caregivers through empathetic, patient, and culturally sensitive communication
• Identify eligibility and next steps to move prospects toward enrollment
• Schedule assessments, tours, or appointments as appropriate
• Accurately document call outcomes, lead status, and follow-up actions in the CRM system
• Collaborate closely with outreach, enrollment, and interdisciplinary care teams to support enrollment goals
• Manage call traffic by triaging incoming calls and directing callers to the appropriate departments
• Meet or exceed individual and team enrollment and follow-up performance targets
• Maintain compliance with PACE, Medicare, Medi-Cal, and organizational guidelines

Required Qualifications

• Language competency requirement:
• Preferred: Mandarin, Cantonese, and English
• Acceptable: Mandarin/English or Cantonese/English
• Proven experience in phone sales, healthcare enrollment, call center, or customer service (senior care or healthcare preferred)
• Strong verbal communication skills with the ability to explain information clearly and persuasively
• Demonstrated ability to think quickly, handle objections, and adapt conversations in real time
• Comfortable speaking with seniors and families with patience, empathy, and professionalism
• Strong follow-up and organizational skills

Preferred Qualifications & Competencies

• Experience working with seniors, PACE programs, Medicare, Medi-Cal, or healthcare-related services
• Familiarity with CRM systems and lead management
• Cultural competence working with Chinese-speaking senior populations
• Goal-driven mindset with a strong sense of accountability
• Excellent phone presence and active listening skills
• Fast learner with strong problem-solving abilities
• Compassionate, respectful, and customer-focused
• Ability to multitask and manage a high call volume
• Team-oriented with a collaborative approach
  
  

Medical Clearance:

Required that Team Members must demonstrate medical clearance before having direct participant contact. Additional screening may be required in order to protect participants and the community from communicable disease outbreaks (e.g., COVID-19).

Regulatory Requirements:

Must not be on any exclusion or debarment from participation in Federal Health Care Programs at any time and must remain in good standing with government regulators such as the OIG, (Office of the Inspector General), SAM, (System for Award Management), CMS (Centers for Medicare and Medicaid Services), etc.