Call Center Agent (Remote Work / Flexible Hours)

HealthFirst; Bismarck (ND); Hybrid; USD 49,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k contributions

Incentive programs

Recognition programs

Job summary

Healthfirst is seeking a Relationship Coordinator to support Medicare Advantage and Long-Term Care programs. You will educate prospective clients on product lines, manage referrals, and coordinate appointments in Salesforce, ensuring timely follow-ups and meeting enrollment goals.

The role involves multi-database administration, remote work capability, and a focus on customer satisfaction across diverse communities. Prior healthcare experience and bilingual abilities are valued.

Qualifications

• High school diploma or GED.
• Fluency in English and Spanish.
• Customer service and healthcare experience.
• Proficient with MS Office (Outlook, Excel, Word, PowerPoint).

Responsibilities

• Handle inbound and outbound calls to address customer needs while meeting service levels.
• Create and follow up on LTC leads and opportunities in Salesforce.
• Schedule field and tele/video appointments for SHP Intake Nurses and HF CompleteCare staff.
• Document calls, outcomes, and instructions in Salesforce and pre-enrollment systems.
• Coordinate fulfillment kits and information for prospective members.
• Support weekend/extended hours as needed.

Skills

English fluency

Spanish fluency

Customer service

MS Office proficiency

Call center experience

Healthcare industry experience

Education

High school diploma or GED

Tools

Outlook

Excel

Word

PowerPoint

Job description

Job Summary

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 processed 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).

Responsibilities

• Handling inbound and outbound calls to and from customers to address their needs while adhering to internal Service Levels standards.
• Creates and/or follow ups for up to 90 days on Long-Term Care (LTC) Leads and Opportunities entered in Salesforce.
• Create and/or follow ups for up to 30 days on Personal Care services requests for the Mainstream population in Salesforce.
• Searches in Marx (CMS) for Medicare eligibility, enrollments, and special elections.
• 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 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 addition information in a timely manner.
• Handles other duties as assigned with the occasional need to work weekends, additional hours before or after shift scheduled.
• 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.

Work Schedule & Hours

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.

Qualifications & Requirements

• High school diploma or GED.
• Fluency in reading and speaking English and Spanish.
• Member / Customer Service experience.
• Tech Savvy computer skills such as Microsoft Office Suites: Outlook, Excel, Word, PowerPoint.
• Understanding of and sensitivity to cultural differences and needs of the community are essential.
• Available to communicate / engage with your leaders via Virtual platforms (emails, MS Teams and others).
• Work experience within the healthcare industry.
• Extensive work experience including inbound and outbound call center with telemarketing responsibilities within a healthcare environment.
• Prior experience engaging / communicating with the frail adult or elderly population.
• 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.

Compensation

Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960.

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.

Benefits

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).

Equal Opportunity & Disability Accommodation

HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to

reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied.

Additional Information

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.