Handling inbound and outbound calls to and from customers to address their needs while adhering to internal Service Levels standards.
Creates and/or follow ups for up to 90 days on Long-Term Care (LTC) Leads and Opportunities entered in Salesforce.
Answer all calls or complete outbound calls according to approved scripts.
Searches ePACEs for Medicaid eligibility, exclusion, and exemption codes.
Achieves daily, weekly, and monthly growth goals.
Handle all calls to maximize productivity and optimal operational efficiency.
Connects consumers seeking personal care/long term care services with the State broker to complete the initial evaluation.
Schedules Clinical Assessors to complete Community Health Assessments for Mainstream/HARP members requesting Personal Care Services at home.
Troubleshoots and follows up on LTC enrollment rejections.
Engage in mastering Divisions' impact on all Healthfirst Plans and its members.

High school diploma or GED
Fluency in reading and speaking English and additional language
Member / Customer Service experience
Availability to work for 8 ½ hours shift, based on business needs, within our hours of operations: Monday – Friday 8:00 AM – 8:00 PM and Saturdays 10:00 AM – 6:30 PM
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.

Bilingual Call Center Rep – Relationship Coordinator

Key skills