Healthfirst

The Senior Relationship Coordinator (RC) will support and assist with tasks relating to the Integrated Products and the RC Unit departmental goals. They will be proficient in their ability to communicate with impact, apply critical thinking and possess leadership skills. The Senior Relationship Coordinator’s main role is to ensure the maximum level of service to our internal and external customers by facilitating all Relationship Coordinators, Entitlement Advocates and Marketing Specialist new hires training (classroom portion) and preparation for phone or field shadowing. The Sr. RC will act as a role model, resolve complex client issues, and provide continuous support, refreshers, and feedback to the team. They will also assist and work closely with the Quality Assurance Team in monitoring calls for quality, track call center performance behaviors, identify areas of improvement and recommend to the Relationship Supervisor to follow the progressive counseling model as necessary. Senior Relationship Coordinator will develop talent by identifying Relationship Coordinator’s strengths and suggest them for project work. The Senior Relationship Coordinator will work as the subject matter expert in all lines of business for the RC Unit and be a direct resource to handle questions from the team. 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

• Administers new hire training and refresher training to the relationship coordinator team.
• Creates and keeps all training materials up to date with the latest processes and procedures in an organized SharePoint site.
• Contributes to the development and implementation of Job-Aids, Quick Reference Guides (QRGs) and Process Releases and Improvements.
• Handles escalated customer complaints upon customer or executive request and utilize escalations as a method to train and develop staff working closely with management and the Quality Assurance Team.
• Observes calls in assigned Customer Service and Operations function to ensure proper quality and productivity offering employee coaching and development when necessary and/or required.
• Participates in the development, implementation and updates provided by Healthfirst to ensure departmental compliance.
• Due to the nature of additional responsibility, Sr. RC’s call volume will be substantially lower than any of the other Relationship Coordinators, but they are required to take calls when needed. Also, they are responsible for providing expertise and customer service support to the RC team members and clients.
• Identifies prospects through use of various lead generation efforts.
• Completes lead generation follow-up and contacts all referrals within 24-48 hours using an approved education and enrollment script.
• Achieves daily, weekly, and monthly goals for outbound telemarketing calls and booking appointments if assigned to assist with outbound outreach.
• Contributes to projects as assigned -Be a subject matter expert in all services offered.
• Maintains the highest level of integrity, courtesy, and respect while interacting with clients, Healthfirst employees, and business contacts.
• Leads and assists team members, as well as mentor agents as needed.
• Maintains a very approachable demeanor.
• Schedules appointments for Complete Care Specialists, Entitlement Advocates and Intake Nurses for Long Term Care (LTC) LTC and LTSS Long Term Social Services assessments.
• Documents all incoming telephone leads and opportunities received in database system (Salesforce).
• To be an ambassador of the call center structure, ensuring coordinators have all the necessary information to fully comply with all aspects of client bookings relating to Senior Health Partners or Complete Care
• Engages in mastering the Divisions impact on Healthfirst and its Members -Handle other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule and/or from other Healthfirst site locations.
• Contributes creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects
• Follows protocols and use common sense to escalate situations to management and clinical staff appropriately
• Working under the direction of the Relationship Manager, maneuvers multiple tasks independently and leading the team with a fast-paced proactive vs. reactive approach to changing priorities, call volume and telemarketing call/appointment goals

Minimum requirements

• High school diploma or GED.
• Must have excellent listening, as well as written and oral communication skills
• Inbound and outbound call center work experience with telemarketing responsibilities.
• Work experience within the healthcare industry.

Solid commitment to improving care for frail adults, as well as a strong understanding of the value of integrated care.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $56,000 - $74,880

• All Other Locations (within approved locations): $48,600 - $70,720

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.