Bilingual Call Center Representative / Member Liaison

Healthcare Financial, Inc.; Quincy (MA); Hybrid; USD 42,000 - 45,000; Full time

Benefits offered by this job

Remote or Hybrid

Job summary

Healthcare Financial, Inc. in Quincy, MA is seeking a Bilingual Call Center Representative / Member Liaison to manage a caseload of pending Social Security applications and serve as a bridge between members and government agencies.

You will gather documentation, provide timely follow-ups, and advocate for expedited decisions to help clients obtain vital benefits. The role requires bilingual capabilities, strong communication, and proficiency with Microsoft Office and CRM systems.

Qualifications

• Associates degree or equivalent combination of education and experience.
• 1+ years of customer service or call center experience (healthcare preferred).
• Familiarity with medical terminology and health insurance is preferred.
• Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian encouraged.
• Strong written and verbal communication; active listening.
• Proficiency in Microsoft Office, data entry, and CRM/database systems.
• Excellent organizational skills and attention to detail.
• Ability to handle a high volume of outreach calls and manage multiple priorities.

Responsibilities

• Manage and monitor a caseload of pending Social Security applications daily.
• Act as a liaison between members and government agencies via phone and letters.
• Follow up with agencies to obtain status updates and advocate for expedited decisions.
• Prioritize tasks using reports and queries to meet performance benchmarks.
• Escalate complex or aging cases and propose solutions.
• Educate and counsel members about the Social Security application process.
• Maintain demographic and case information in a proprietary database.
• Prepare documentation for appeals in case of denial.
• Assist with team training, cross-training, and continuous improvement.

Skills

Bilingual English

Customer service

Strong communication

Active listening

Data entry

Microsoft Office

CRM/database systems

Multitasking

Education

Associate degree

Tools

Microsoft Office

CRM/database systems

Job description

Bilingual Call Center Representative / Member Liaison

Quincy, MA, US

Salary Range: $42,000.00 To $45,000.00 Annually

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year.

Join Our Dynamic Team and Make a Meaningful Impact!

Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval.

You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need.

What You’ll Do

• Manage and monitor a caseload of pending Social Security applications daily.
• Act as a liaison between members and government agencies, conducting outreach via phone calls and letters.
• Follow up with agencies to obtain status updates and advocate for expedited decisions.
• Prioritize tasks using reports and queries to meet performance benchmarks.
• Escalate complex or aging cases when necessary and recommend solutions.
• Provide excellent customer service by educating and counseling members about the Social Security application process.
• Accurately maintain demographic and case information in a proprietary database.
• Prepare documentation for appeals in case of application denial.
• Assist with team training, cross-training, and continuous improvement initiatives.
• Participate in departmental projects and committees as assigned.

What We’re Looking For

• Associates degree in a related field or equivalent combination of education and experience.
• 1+ years of customer service or call center experience, preferably in healthcare.
• Familiarity with medical terminology and health insurance, preferred.
• Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian are highly encouraged to apply.
• Strong written and verbal communication skills; active listening a must.
• Proficiency in Microsoft Office, data entry, and CRM/database systems.
• Exceptional organizational skills and attention to detail.
• Ability to handle a high volume of outreach calls and manage multiple priorities.
• Emotionally mature with the ability to interact with a vulnerable population.
• Willingness to work a 12-8 pm shift and contribute to a team-driven environment.
• Remote options are available M-F 40 hours per week.
• Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia. It excludes Alaska, Hawaii, and all U.S. territories, such as Guam, American Samoa, Puerto Rico, and the Northern Mariana Islands.

Why Join Us

• Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services.
• Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change.
• Equal Opportunity: We value diversity and foster an inclusive work environment.
• Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization.
• Competitive Compensation: Enjoy a competitive salary package with benefits.
• Flexible work options: Remote or Hybrid.

At this time, HFI will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Our Massachusetts based starting salary for this role ranges from $42K-$45K annually. The salary range does not reflect total compensation which includes base salary, benefits and other options.

EEO Statement

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.