Duties and Responsibilities:
- Create a positive impression during first contact with prospective members by setting the tone and being able to immediately demonstrate product knowledge
- Establish credibility with the goal of maximizing the number of scheduled appointments to achieve daily/weekly/monthly goals
- Maneuver multiple tasks independently with a fast-paced initiative-taking approach to changing priorities, outbound call volume and telemarketing and appointment goals
- Documents all incoming/outbound calls under call tracking in Salesforce
- Assist in rescheduling and follow-up for up to 90 days on Long-Term Care (LTC) Leads and Opportunities entered in Salesforce.
- Assist in rescheduling and follow-ups for up to 30 days on Personal Care services requests for the Mainstream population in Salesforce
- Schedule/reschedule all field and tele-video conference appointments for Integrated Products Intake Nurses in Salesforce.
- Schedule/reschedule Clinical Assessors to complete Community Health Assessments for Mainstream/HARP members requesting Personal Care Services at home.
- Documents all special instructions in Salesforce
- Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects
- Collaborate with the clinical eligibility team to review cluster assignments, and provide additional RN resources as needed
- Complete searches in ePACEs for Medicaid eligibility, exclusion, and exemption codes
- Complete searches in Marx (CMS) for Medicare eligibility, enrollments, and special elections
- Follow protocols and use deductive reasoning to escalate situations to management staff appropriately
- Occasional need to work weekends, additional hours before or after shift schedule
- Manage additional or other duties as assigned
Minimum Qualifications:
- High School Diploma or GED
- Excellent verbal and written communication skills
- Work experience in an administrative support role that includes scheduling appointments and conferences, as well as sending reminders and keeping track of responses
- Knowledge and experience usingcorporate email system including shared calendar usage, setting appointments, reminders, and recording contacts
Preferred Qualifications:
- Fluency in Spanish, Mandarin, Cantonese, or other languages
- Associatedegree from an accredited institution
- Inbound and/or Outbound call center work experience with telemarketing responsibilities
- Geographical knowledge of New Yorks five boroughs, Nassau and/or Westchester for arranging staff appointments with members and for understanding and coordinating travel time/distance
- Experience in Microsoft Office Suite
- Skilled in Microsoft Access, Microsoft Project, patient information database, e-faxing, electronic archiving, or encryption
- Work experience within the healthcare industry, health insurance, home care environment, acute, sub-acute, long-term care (LTC) setting or managed-long term care (MLTCP)
- Experience in utilizing EPACEs
- Experience in a fast-paced work environment
- Experience managing member information or appointments in a shared network environment using paperless database modules
Hiring Range*:
Greater New York City Area (NY, NJ, CT residents): $48,600 - $64,480
All Other Locations (within approved locations): $42,200 - $62,400
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). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*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.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, 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.