Call Center Agent (Remote Work / Flexible Hours)

HealthFirst; Sioux Falls (SD); Hybrid; USD 49,000 - 66,000; Full time

Job summary

Healthfirst is seeking a Relationship Coordinator to educate prospective enrollees on MAP, MLTC, SHP and HARP programs. The role supports referral sources and families through education and scheduling, using Salesforce and other tools.

The position emphasizes multilingual communication, healthcare experience, and capability to work remotely with reliable internet, in a fast-paced call center environment.

Qualifications

• High school diploma or GED.
• Fluency in reading and speaking English and Spanish.
• Member / Customer Service experience in healthcare or related field.
• Experience in inbound/outbound call center environments.
• Ability to work 8.5-hour shifts Mon–Fri 8:00–20:00 and Sat 10:00–18:30.
• Comfort with remote work and reliable internet access.

Responsibilities

• Handle inbound and outbound calls to address member needs while meeting service levels.
• Create and follow up for LTC leads and opportunities in Salesforce for up to 90 days.
• Schedule field and tele-video appointments for nurses and specialists in Salesforce.
• Document interactions in Salesforce and pre-enrollment databases.
• Coordinate fulfillment materials and information for prospective members.
• Occasionally work weekends or overtime as needed.

Skills

Customer service

Bilingual English/Spanish

Healthcare experience

Call center experience

Remote work capability

MS Office proficiency

Education

High school diploma or GED

Tools

Salesforce

RightFax

SharePoint

TruCare

MS Office 365

Job description

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).

• 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. High school diploma or GED.
• Fluency in reading and speaking English and Spanish
• Member / Customer Service experience.
• 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.
• 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.

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.

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.

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).

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.