Bilingual Call Center Rep (Relationship Coordinator) - Man/Can

Healthfirst; Town of Texas (WI); Remote; USD 41,000 - 61,000; Full time

Job summary

A leading healthcare company is seeking a Bilingual Call Center Representative to support its Medicare Advantage Plan and other services. The role involves educating clients about enrollment processes, handling calls, and achieving productivity goals. Candidates should be fluent in English and another language, possess customer service experience, and be detail-oriented. This position offers competitive compensation and benefits.

Benefits

Health coverage

401k

Recognition programs

Qualifications

• High school diploma or GED required.
• Fluency in English and another language essential.
• Customer service experience preferred.

Responsibilities

• Handle inbound and outbound calls to address customer needs.
• Follow up on LTC leads in Salesforce.
• Document all calls and outcomes accurately.

Skills

Customer/member service experience

Fluency in English and an additional language

Organized

Detail-oriented

Culturally sensitive

Education

High school diploma or GED

Associate degree or higher

Tools

Salesforce

MS Office

Job description

Bilingual Call Center Rep (Relationship Coordinator) - Man/Can

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Role Overview

The Relationship Coordinator supports 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) populations seeking PCA and/or CDPAS services. The role involves educating referral sources, prospective enrollees, and family members about Long-Term Care enrollment processes through communication and follow-up, clearly articulating product lines, and understanding how sales goals relate to performance. It requires proficiency in handling electronic PHI databases and security tools like Salesforce, RightFax, VPN, SharePoint, TruCare, and MS Office 365.

Key Responsibilities

1. Handle inbound and outbound calls to address customer needs, adhering to Service Level standards.
2. Follow up on LTC leads and opportunities in Salesforce for up to 90 days; follow up on Personal Care requests for up to 30 days.
3. Answer calls using approved scripts; search Medicaid and Medicare eligibility in respective systems.
4. Achieve growth and productivity goals; connect consumers with appropriate services and schedule appointments in Salesforce.
5. Document all calls, outcomes, and instructions accurately; coordinate fulfillment of informational materials.
6. Troubleshoot LTC enrollment rejections; perform additional duties as assigned, including occasional weekend work.
7. Create a positive first impression, demonstrating product knowledge and building trust.

Minimum Qualifications

• High school diploma or GED.
• Fluency in English and an additional language.
• Customer/member service experience.
• Availability for an 8.5-hour shift within operating hours (Mon-Fri 8:00 AM–8:00 PM, Sat 10:00 AM–6:30 PM); occasional overtime.
• Reliable internet and ability to work remotely; proficient in MS Office.
• Organized, detail-oriented, culturally sensitive, and capable of managing fast-paced, high-stress environments.

Preferred Qualifications

• Healthcare industry experience; familiarity with Medicare/Medicaid plans.
• Associate degree or higher; extensive call center experience, especially in healthcare.
• Knowledge of Healthfirst products and experience engaging elderly or frail populations.
• Multicultural communication skills, especially with Spanish, Chinese, Southeast Asian communities.

Compensation

Salary ranges vary by location, e.g., Greater NYC Area: $47,403–$62,400; other locations: $41,101–$60,320. Salary is contingent on experience, education, and other factors. Benefits include health coverage, 401k, and recognition programs.