Call Center Representative/Member Advocate
Company: Healthcare Financial, Inc.
Location: Quincy
Posted on: May 28, 2023
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Job Description:
About Us:At HFI, we are relentless advocates for individuals,
their families, and our communities. We help low-income and
disabled people gain access to the Social Security disability
benefits, income and services they need to improve their quality of
life for many years to come. It's our calling and our life's work
and it's a privilege and an honor to do what we do. If you are
somebody who wants to transform the lives to the people around us
and are passionate about helping others in need, then we would love
to have you as part of our team.Job Summary: The primary goal of
the Call Center Representative/Member Advocate is to conduct phone
outreach to members in order to establish eligibility for Social
Security benefits (SSI/SSDI) or MassHealth disability benefits.
Works in close collaboration with members and MCO plan to identify
potential qualifying circumstances to enroll the members into
disability entitlement programs. Interviews members to understand
the implications and complexities of their medical situation and
its impact on their ability to function. Acts as a liaison between
members, Social Security Administration and/or MassHealth to ensure
application is processed promptly and effectively. Determines
eligibility, assists in completion of appropriate applications, and
serves as an advocate. Responsibilities include, but are not
limited to: Essential Functions & Responsibilities: Educate members
and his/her family on various social security programs and the
importance of utilizing the programs. Identify appropriate social
security entitlement programs for members and facilitates
enrollment when needed. Helps members identify and obtain necessary
resources. Screen members via phone to determine eligibility. High
volume outreach efforts. Interact with members, MCO plans,
attorneys, physicians and family members directly either orally or
in written correspondence to acquire necessary information to
complete the application process. Document cases including
assessment and member's consent to obtain assistance and release
forms. Inform members of documentation required to process
application, required time frames, potential entitlement
information and status either by phone and/or written
correspondence. Document members' interactions, process status and
telephone conversations appropriately in our proprietary database
system. Manage referral case load in accordance with company
guidelines. Advocate on a case, policy and program level by
understanding individual needs. Demonstrate receptive, empathetic,
and sensitive attitudes while valuing cultural diversity. Respond
to various written and telephone inquiries including eligibility,
approval/denial determinations, status and continuation or closure
of benefits. Provide linkage with appropriate community and
government resources by maintaining knowledge of other systems,
making referrals and identifying other unmet needs. Respond to
customer service issues within required time frames to meet
customer expectations. Achieve productivity standards and goals set
by the company while maintaining high levels of customer service.
Support HFI initiatives to maximize revenue for our healthcare
clients by advocating for their most vulnerable members.
Participate in Department and HFI Committees and Projects as
assigned by the Contact Center Operations Manager/Supervisor. Other
duties may be assigned. Minimum Requirements: Associates Degree in
related field or equivalent combination of education and
experience, required. At least 3 years of call center experience,
handling inbound and outbound calls. Ability to handle high call
volumes and work on the phone for extended periods of time.
Excellent phone manner. Ability to meet deadlines while balancing
competing demands and performance benchmarks. Ability to multitask
and managed detailed information. Bilingual
(English/Spanish/Portuguese/Vietnamese/Chinese/Russian/Mandarin),
preferred. Bilingual candidates must either be fluent or
conversational in one of the above mentioned languages. Strong
analytical and decision-making skills. Self-motivated, responsible,
and accountable. Identifies own learning needs and seeks
appropriate assistance. Ability to adjust to rapid change in a
client-service-oriented environment. Positive mentality and the
ability to exhibit flexibility in times of change. Strong emotional
strength and maturity to deal effectively with a challenging and
vulnerable population. Ability to effectively interface with
diverse and culturally different populations. Superior
organizational, time management and project management skills.
Excellent computer skills including: MS Office. Ability to sit for
the majority of the shift. Ability to work well within a
fast-paced, team-oriented environment. Ability to function
independently; have flexibility and personal integrity. Willingness
and ability to work extra hours during a workweek and/or weekend as
required. Work Schedule: Full-Time Hours (40 hrs/week, flexible
shift options between 8-8 pm).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. PDN-993d6104-e152-4c69-83df-4148363edee9
Keywords: Healthcare Financial, Inc., Quincy , Call Center Representative/Member Advocate, Other , Quincy, Massachusetts
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