Healthfirst

The Relationship Coordinator Inbound/Outbound solicits and provides information via telephonic efforts in support of Healthfirst's Integrated Products, Growth and Retention efforts. This position ensures that referral sources, prospective enrollees, members and/or significant others are courteously, appropriately, and effectively processed through communication and follow-up with all relevant parties. Understands how Healthfirst's goals relate to providing exceptional customer service and support to members and prospects. Healthfirst is a paperless 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, Saleforce, Trucare, Interaction Desk Top, Jabber, RightFax, VoIP, Virtual Work Platforms (using VPN), scanning and creating PD files (Adobe Acrobat), and MS Office 2010 software (such as Word and Outlook).

• Ability to multitask and remain focused in an environment with distractions
• Receives and screens all incoming calls
• Enters referrals into Salesforce-database system
• Transfers all incoming calls to appropriate staff, unit, or department
• Assist callers requesting MSP (Medicare Savings Program) application status information by transferring to appropriate staff as needed
• Calls prospective MSP (Medicare Savings Program) clients and members according to approved scripts
• Provides clients and Healthfirst Members with MSP education, information, eligibility, and application overview
• Searches ePACEs for Medicaid eligibility, exclusion, and exemption codes
• Searches Marx for Medicare eligibility and specific part enrollments
• Documents all calls and outcomes in Salesforce- database system
• Achieves daily, weekly, and monthly goals for outbound telemarketing calls and booking

appointments

• Documents all special instructions in Salesforce/Outlook schedule notes
• Schedules field appointments for Healthfirst Senior Retention Advocates
• Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects
• Follow protocols and use common sense to escalate situations to management
• Handle other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule and from other Healthfirst site locations
• Engage in mastering the Divisions impact on Healthfirst and its Members

Minimum Qualifications: 

• High school diploma or GED
• Fluency in reading and speaking English and additional language
• Inbound and outbound call center work experience with telemarketing responsibilities
• Work experience within the healthcare industry
• Experience with Medicare or Medicaid managed care plan products such as Family HealthPlus (FHP), Eastern Benefits System (EBS) and/or Federal Employee Program (FEP)
• Work schedule 9-5:30pm M-F; Initial training for approx. 1 month is 9:00-5:30pm M-F

Preferred Qualifications: 

• Associate degree or higher from an accredited institution
• Extensive work experience including inbound and outbound call center with telemarketing responsibilities within a healthcare environment
• Experience managing member information or appointments in a shared network environment using paperless database modules
• Ability to create a positive impression during first contact with prospective members by setting the tone and being able to immediately demonstrate product knowledge and credibility with the goal of maximizing the number of scheduled appointments to achieve daily, weekly, and monthly goals. Persuasive and able to establish trust
• Accurate typing skills including excellent written communication and the ability to document grammatically correct notes
• Understanding of and sensitivity to cultural differences and needs of the community are

essential

• Adept at operating within a diverse and multi-cultural work environment and community of Members such as Spanish, Chinese, Russian, Creole, and Korean
• Adept at working in an environment with fast-past changing priorities including high stress while achieving quota expectations
• Ability to maintain a calm, neutral disposition while managing many details in a distracting environment

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $46,200 - $62,400

• All Other Locations (within approved locations): $40,100 - $58,240

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.