[Hiring] Bilingual Call Center Rep (Relationship Coordinator) @HealthFirst

Role Description

The Relationship Coordinator solicits and provides information via telephonic efforts in support of Healthfirst's Medicare Advantage Plan, Complete Care (MAP), Managed Long Term Care Plan (MLTC) Senior Health Partners (SHP) and Mainstream/Health and Recovery Plan (HARP) population seeking PCA and/or CDPAS services. This position ensures that referral sources, prospective enrollees and/or family members are courteously, appropriately, and effectively educated on the Long-Term Care enrollment process through communication and follow-up and clearly articulate each product line to prospective clients. In addition, the Relationship Coordinator understands how Healthfirst goals relate to sales performance and meet established quotas. Integrated Products is a paperless, call center work environment requiring daily hands-on administration of multiple electronic Patient Health Information (PHI) databases and security requirement tools such as encryption. These systems include, but are not limited to, Salesforce, RightFax, Virtual Work Platforms (using VPN), SharePoint Sites, TruCare and MS Office 365 software (such as Word and Outlook).

Duties and Responsibilities

• Handling inbound and outbound calls to and from customers to address their needs while adhering to internal Service Levels standards.
• Creates and/or follows up for up to 90 days on Long-Term Care (LTC) Leads and Opportunities entered in Salesforce.
• Creates and/or follows up for up to 30 days on Personal Care services requests for the Mainstream population in Salesforce.
• Answers all calls or completes outbound calls according to approved scripts.
• Searches ePACEs for Medicaid eligibility, exclusion, and exemption codes.
• Searches in Marx (CMS) for Medicare eligibility, enrollments, and special elections.
• Achieves daily, weekly, and monthly growth goals.
• Handles all calls to maximize productivity and optimal operational efficiency.
• Connects consumers seeking personal care/long term care services with the State broker to complete the initial evaluation.
• Schedules all field and tele video conference appointments for SHP Intake Nurses in Salesforce.
• Schedules all field and tele video conference appointments for HF CompleteCare Specialist and Intake Nurses in Salesforce.
• Schedules Entitlement Advocates appointments for SHP and HF Complete Care prospective members with a Medicaid coverage issue or restriction.
• Schedules Clinical Assessors to complete Community Health Assessments for Mainstream/HARP members requesting Personal Care Services at home.
• Documents all incoming/outbound calls under call tracking in Salesforce.
• Documents all outcomes in pre-enrollment database system.
• Documents all special instructions in Salesforce.
• Coordinates the preparation of fulfillment kits / brochures to prospective members or those requesting additional information in a timely manner.
• Troubleshoots and follows up on LTC enrollment rejections.
• Handles other duties as assigned with the occasional need to work weekends, additional hours before or after shift scheduled.
• Engages in mastering the Division's impact on all Healthfirst Plans and its members.
• Creates a positive impression during first contact with prospective members by setting the tone and demonstrating product knowledge and credibility.
• Persuasive and able to establish trust.
• Additional duties as assigned.

Qualifications

• High school diploma or GED.
• Fluency in reading and speaking English and additional language.
• Member / Customer Service experience.
• Availability to work for 8 ½ hours shift, based on business needs, within our hours of operations: Monday – Friday 8:00 AM – 8:00 PM and Saturdays 10:00 AM – 6:30 PM. 8:00 AM to 8:00 PM Monday -Sunday during open enrollment (October – March). Initial Training schedule may vary from permanent assigned schedule.
• Occasional overtime.
• Capability to work in a remote environment with reliable internet connection.
• Tech Savvy computer skills such as Microsoft Office Suites: Outlook, Excel, Word, PowerPoint.
• Organized and multi-tasking capabilities and detail-oriented.
• Understanding of and sensitivity to cultural differences and needs of the community are essential.
• Adept at working in an environment with fast-paced changing priorities including high stress while achieving quota expectations.
• Available to communicate / engage with your leaders via Virtual platforms (emails, MS Teams and others).

Preferred Qualifications

• Work experience within the healthcare industry.
• Experience with Medicare or Medicaid managed care plan products such as Family Health Plus (FHP), Eastern Benefits System (EBS) and/or Federal Employee Program (FEP).
• Associate degree or higher from an accredited institution.
• Extensive work experience including inbound and outbound call center with telemarketing responsibilities within a healthcare environment.
• Healthfirst product knowledge of Complete Care, Senior Health Partners (SHP) or managed long-term care.
• Prior experience engaging / communicating with the frail adult or elderly population.
• A solid understanding of the value of integrated care.
• Experience in health insurance, home care environment, acute, sub-acute, long-term care (LTC) setting or managed-long term care (MLTCP).
• Experience managing member information or appointments in a shared network environment using paperless database modules.
• Adept at operating within a multi-cultural work environment and community of Members such as Spanish, Chinese, Southeast Asian and others.
• Ability to maintain a calm, neutral disposition while managing many details in a distracting environment.

License/Certification

• N/A

Hiring Range

• Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960
• All Other Locations (within approved locations): $42,200 - $62,400

Benefits

• Medical, dental and vision coverage.
• Incentive and recognition programs.
• Life insurance.
• 401k contributions (all benefits are subject to eligibility requirements).