Sr Relationship Coordinator

The Senior Relationship Coordinator will support and assist with tasks relating to the RC Unit departmental goals. They will be proficient in their ability to communicate with impact, apply critical thinking and possess leadership skills. The Senior Relationship Coordinator will act as a role model, resolve complex client issues and provide continuous coaching and feedback to the team. They will also assist and work closely with the Quality Assurance Team in monitoring calls for quality, track call center performance behaviors, identify areas of improvement and recommend to the Relationship Supervisor to follow the progressive counseling model as necessary. Senior Relationship Coordinator will develop talent by identifying Relationship Coordinators strengths and suggest them for project work. The Senior Relationship Coordinator will work as the subject matter expert in all lines of business for the RC Unit and be a direct resource to handle questions from the team.



The Senior Relationship Coordinator solicits and provides information via telephonic efforts in support of Healthfirst's Medicare Advantage Plan (MAP),Senior Health Partners' (SHP) or Complete Care 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 Healthfirst's 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, EMR, UAS, 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, Excel and Outlook).

The Senior Relationship Coordinator will handle escalated customer complaints upon customer or executive request and utilize escalations as a method to train and develop staff working closely with management and the Quality Assurance Team.

Job Duties

• Contribute to the development and implementation of Job-Aids and Process Releases
• Administer new hire training and refresher training to the relationship coordinator team
• Observes calls in assigned Customer Service and Operations function to ensure proper quality and productivity offering employee coaching and development when necessary and/or required
• Participates in the development, implementation and updates provided by Healthfirst to ensure departmental compliance. Due to the nature of additional responsibility their call volume will be substantially lower than any of the other relationship coordinators but they are required to take calls when needed. Also they are responsible for providing expertise and customer service support to the RC team members and clients
• Identifies prospects through use of various lead generation efforts
• Completes lead generation follow-up and contacts all referrals within 24-48 hours using an approved education and enrollment script
• Achieves daily, weekly and monthly goals for outbound telemarketing calls and booking appointments if assigned to assist with outbound outreach
• Contribute to projects as assigned
• Be a subject matter expert in all services offered
• Lead and assist team members, as well as mentor agents as needed. Maintain a very approachable demeanor
• Schedules appointments for Complete Care Specialists, Enrollment Specialists and Intake Nurses
• Document all incoming telephone referrals received in database system (EMR - Electronic Medical Record)
• To be an ambassador of the call center structure, ensuring coordinators have all the necessary information in order to fully comply with all aspects of client bookings relating to Senior Health Partners or Complete Care
• Engage in mastering the Divisions impact on Healthfirst/SHP and its Members
• Handle other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule and/or from other Healthfirst site locations
• 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
• Working under the direction of the Relationship Manager, maneuvers multiple tasks independently and leading the team with a fast-paced proactive vs. reactive approach to changing priorit