Relationship Coordinator Outbound
Healthfirst - New York, NY

This job posting is no longer available on Healthfirst. Find similar jobs:Relationship Coordinator Outbound jobs - Healthfirst jobs

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

Essential Duties and Responsibilities:
  • Calls prospective SHP clients according to approved scripts within 24 hours.
  • Searches ePACEs for Medicaid eligibility, exclusion and exemption codes.
  • Documents all client calls /outcomes in pre-enrollment database system.
  • Achieves daily, weekly and monthly goals for outbound telemarketing calls and booking appointments.
  • Calls prospective HF CompleteCare clients according to CMS approved scripts within 24 hours.
  • Searches ePACES for Medicaid/Medicare eligibility, exclusion and exemption codes.
  • Achieves daily, weekly and monthly goals for outbound telemarketing calls and booking appointments.
  • Schedules all field appointments for SHP Enrollment Specialists and Intake Nurses in Electronic Medical Records database (EMR).
  • Documents all special instructions in EMR schedule notes.
  • Documents all client replies in EMR 1st-5th Contact milestones.
  • Schedules field appointments for HF CompleteCare Specialist and Intake Nurses in EMR within 48 hours referral receipt while maximizing joint visits (Specialist + Nurse).
  • Documents all special instructions in EMR schedule notes.
  • Documents all client replies to calls in EMR 1st-5th Contact milestones.
  • Coordinates the preparation of fulfillment kits to prospective members or those requesting addition information in a timely manner.
Other Duties and Responsibilities:
  • Working under the direction of the Relationship Manager, maneuvers multiple tasks independently with a fast-paced proactive vs. reactive approach to changing priorities, call volume and telemarketing call/appointment goals.
  • Attention to managing many details and remaining focused in an environment with distractions.
  • 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.
  • Handle other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule and/or from other HF site locations.
  • Engage in mastering the Divisions impact on HF/SHP and its Members.
Qualifications Summary:
Required: high School diploma or GED.

Work Related Skills and Experience:
Language: Complete fluency reading, writing, and speaking in Spanish and English.

Minimum Qualifications:
Technical Skills :
Intermediate Microsoft Word, Excel and experience using a corporate e-mail system (i.e. Microsoft Outlook, Lotus Notes, etc.). Basic efax and database management skills are also required.

  • HS Diploma / GED plus 3 years OR AS Degree with 1 year of related work experience including inbound and outbound call center with telemarketing responsibilities within a healthcare environment.
  • Must demonstrate a solid commitment to improving care for frail adults, as well as, a solid understanding of the value of integrated care.
  • Must be able to create a positive impression during first contact with prospective members by setting the tone and being able to immediately demonstrate product knowledge / credibility with the goal of maximizing the number of scheduled appointments to achieve daily/weekly/monthly goals. Persuasive and able to establish trust.
  • Excellent verbal and written communication, presentation and organization skills.
  • Understanding of and sensitivity to cultural differences and needs of the community are essential. Must be adept at operating within a diverse and multi-cultural work environment and community of Members such as Spanish, Chinese, Russian, Creole and Korean.
  • Adept at working in an environment with fast-past changing priorities including high stress while achieving quota expectations.
  • Occasional overtime with potential for occasional weekends.
Preferred Qualifications:
  • Medicare, Medicaid or Managed Care experience.
  • Telephonic experience with a frail adult population.
Physical Demands:
While performing the duties of this job, this employee will be occasionally crouching, reaching, bending, walking, overhead lifting, standing and lifting/carrying and pushing/pulling 1-20lbs. This employee will also be frequently sitting and keying.

Work Environment :
This employee will constantly be in an indoor environment.

Healthfirst offers a comprehensive benefits package including, but not limited to:

  • Medical
  • Dental
  • Vision
  • Basic Life and Accident Insurance
  • Supplemental Life insurance
  • Dependent Life Insurance
  • Short-Term Disability
  • Buy-Up Short Term Disability
  • Long-Term Disability
  • Flexible Reimbursement Accounts
  • Healthfirst 401(k) Plan
  • Employee Assistance Plan
  • Commuter Savings Program
  • Eligibility for Annual Bonuses
  • Generous Paid Time Off program
  • Paid Candidate Referral Program
Conditions of Employment: Employee must pass pre-employment screening which includes a background check and drug testing. Employee must present documentation to verify minimum of high school educational requirement.

Disclaimer: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, disability or veteran status .

About this company
122 reviews
Healthfirst is a not-for-profit managed care organization sponsored by some of the most prestigious and nationally recognized hospitals and...