Member Liaison

Seeking Bilingual candidates for our Quincy, MA office. 

JOB SUMMARY:

Local candidates only, or willing to relocate at own expense.

The primary goal of the Member Liaison is to efficiently and effectively manage the follow-up process of our Social Security applications and ensure we have collected the corresponding information/documentation to receive an approval on the applications submitted. Responsibilities include, but are not limited to: 

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Accountable for managing an entire caseload of pending applications to be processed and monitored daily. 
• Responsible for all member and government agency outreach activities that will drive an open application to a positive outcome (approval). These activities primarily include member and government agency calls and letters to complete outstanding verifications. 
• Maintain working relationships with government agencies and act as a liaison for members. 
• Responsible for following up with government agencies to obtain application status information and advocate for the expedition of a final decision. 
• Use reports and queries to manage and prioritize caseload and ensure benchmarks are being met. 
• Evaluate and initiate action on aging cases. Responsible for escalating problem cases when necessary. 
• Ensure data quality and work with supervisors as an active participant in identifying and resolving problems and inconsistencies. 
• Support supervisors in the implementation of new processes and training initiatives. 
• Provide an enhanced level of customer service to our members and clients. 
• Educate and counsel members on Social Security processes and respond to inquiries around the status of the application/approval. 
• Enter, update, and maintain demographic and application information in our proprietary database system while maintaining accuracy. 
• Responsible for updating the “Contact Log” in our proprietary database system to ensure outreach attempts, contacts, interactions, and assessments have been properly captured. 
• Accountable for processing rendered approvals and denials. 
• Responsible for preparing the corresponding support documentation for any appeal process as part of our Denial Management initiatives. 
• Assist in other team member training and provide feedback during cross training opportunities to enhance the department’s functionality, roles and training materials. 
• Participate in Department and HFI Committees and Projects as assigned by the Contact Center Operations Manager/Supervisor. 
• Other duties may be assigned. 

MINIMUM REQUIREMENTS:

• 4-year degree in related field or equivalent combination of education and experience. 
• Bilingual (English/Spanish), preferred. 
• At least 1 year of previous experience in a customer service/call center role, strongly preferred. 
• At least 1 year of previous experience in a healthcare setting, strongly preferred. 
• Familiarity with medical terminology, preferred. 
• Previous experience with health insurance, preferred. 
• Self-motivated, responsible, and accountable. 
• Identifies own learning needs and seeks appropriate assistance. 
• Excellent computer skills including: MS Office. 
• Ability to work well within a fast-paced, team-oriented environment.
• Willingness and ability to work extra hours during a workweek and/or weekend as required. 
• Work Schedule: Full-Time Hours (40 hrs/week, flexible shift options between 8-8 pm). 

EEO STATEMENT:

HFI is strongly committed to diversity and inclusion. We recognize the rich variety of backgrounds, experiences and points of view of a diverse staff that enhances both the quality of the services we provide and the excitement and innovative spirit of our work culture. We are committed to a policy of non-discrimination and equal employment opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, ancestry, sex, age, disability, veteran’s status, sexual orientation and/or genetic information.