Description and Requirements

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.

• 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.

• 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)

• 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