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

The Relationship Coordinator solicits and provides information via telephonic efforts in support of Healthfirst's Medicare Advantage Plan (MAP) and Senior Health Partners' (SHP) Managed Long|Term care Plan (MLTCP).This position ensures that referral sources, prospective enrollees and/or significant others are courteously, appropriately and effectively processed through communication and follow|up with all relevant parties. Understands how HF goals relate to sales performance and meet established quotas. Clearly articulate each product line to prospective clients. SHP is a paperless 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, CCMS (CareEnhance Clinical Management Software), Sunguard Macess Service Module (electronic archiving), RightFax, VoIP, Virtual Work Platforms (using VPN), scanning and creating .pdf files (Adobe Acrobat), and MS Office 2010 software (such as Word and Outlook).

• Working under the direction of the Relationship Manager, maneuvers multiple tasks independently with a fast paced proactive vs. reactive approach to changing priorities, call volume and telemarketing call/appointment goals.
• Attention to managing many details and remaining focused in an environment with distractions.
• Receives/screens all incoming SHP calls and handles Maximus "warm transfer calls".
• Enters all referrals into pre-enrollment database system.
• Transfers all incoming calls to appropriate staff, unit or department.
• Assist callers requesting enrollment application status information by transferring to appropriate staff as needed.
• Calls prospective SHP clients according to approved scripts within 24 hours.
• Searches ePACEs for Medicaid eligibility, exclusion and exemption codes.
• Documents all client calls /outcomes in pre-enrollment database system.
• Achieves daily, weekly and monthly goals for outbound telemarketing calls and booking appointments.
• Calls prospective HF Complete Care clients according to CMS approved scripts within 24 hours.
• Searches ePACES for Medicaid/Medicare eligibility, exclusion and exemption codes.
• Achieves daily, weekly and monthly goals for outbound telemarketing calls and booking appointments.
• Schedules all field appointments for SHP Enrollment Specialists and Intake Nurses in Electronic Medical Records database (EMR).
• Documents all special instructions in EMR schedule notes.
• Documents all client replies in EMR 1st|5th Contact milestones.
• Schedules field appointments for HF Complete Care Specialist and Intake Nurses in EMR within 48 hours referral receipt while maximizing joint visits (Specialist + Nurse).
• Documents all special instructions in EMR schedule notes.
• Documents all client replies to calls in EMR 1st|5th Contact milestones.
• Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects.
• Follow protocols and use common sense to escalate situations to management and clinical staff appropriately.
• Handle other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule and/or from other HF site locations.
• Supporting Relationship Coordinator outbound callers as needed.
• Engage in mastering the Divisions impact on HF/SHP and its Members.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to 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.

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 careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.