Bilingual Retention Coordinator (Spanish)

The Senior Retention Advocate (SRA) Retention Coordinator provides information via telephonic efforts in support Retention efforts and Right Member Right Plan initiative to prospects, members and families with assessment and intervention related to financial entitlements for which they are eligible. This position ensures that members, prospective enrollees and/or their family members are courteously, appropriately, and effectively educated on the Medicare Savings Program, Medicaid, and Low-Income Subsidy (LIS). In addition, the Retention Coordinator understands how Healthfirst goals relate to retention performance and meet established quotas.
Ours is a paperless work environment requiring daily hands-on administration of multiple proprietary and packaged electronic databases including security requirement tools such as encryption. These systems include, but are not limited to, Salesforce, eFax, VoIP, Virtual Work Platforms (using VPN), and scanning.

Duties & Responsibilities:

• Handling inbound and outbound calls to and from customers to address their needs while adhering to internal Service Levels standards.
• Answer all calls or complete outbound calls according to approved scripts.
• Complete Extra Help and Medicare Savings Program enrollment applications telephonically, as part of inbound/outbound campaigns
• Searches ePACEs for Medicaid eligibility
• Searches in Marx (CMS) for Medicare eligibility, enrollments, and special elections.
• Educate prospects and members on all aspects of Medicaid Eligibility including answering questions regarding features and applications.
• Achieves daily, weekly, and monthly goals.
• Schedules all field and telephonic appointments for field staff in Salesforce.
• Documents all incoming/outbound calls under call tracking in Salesforce
• Documents all special instructions in Salesforce
• Participate in weekly, bi-weekly, and monthly staff meetings and trainings including one-on-one meetings with management. Raise any issues / concerns to Management relative to retention opportunities, competition, training needs, and process improvement.
• Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality of member and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines.
• Additional duties as assigned.

Minimum Qualifications:

• High school diploma or GED.
• Fluency in reading and speaking English and additional language.
• Member/ Customer Service experience.
• Capability to work in a remote environment with reliable internet connection.
• Tech Savvy computer skills such as Microsoft Office Suites: Outlook, Excel, Word, PowerPoint
• Organized and multi-tasking capabilities and detail oriented.
• Understanding of and sensitivity to cultural differences and needs of the community are essential.
• Adept at working in an environment with fast-past changing priorities including high stress while achieving quota expectations.
• Available to communicate / engage with your leaders via Virtual platforms (emails, MS Teams and others)

Preferred Qualifications:

• Work experience within the healthcare industry.
• Call Center experience.
• Experience with Medicare or Medicaid managed care plan products such as, Family Health Plus (FHP), Eastern Benefits System (EBS) and/or Federal Employee Program (FEP). (Preferred)
• Associate degree or higher from an accredited institution.
• 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 managing member information or appointments in a shared network environment using paperless database modules.
• Adept at operating within a diverse and multi-cultural work environment and community of Members such as Spanish, Chinese, Southeast Asian and others.
• Ability to maintain a calm, neutral disposition while managing many details in a distracting environment

License/Certification: N/A

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 [email protected] 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.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $57,408 - $76,960

• All Other Locations (within approved locations): $49,795 - $72,800

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.