Member Liaison

Seeking Bilingual candidates for our Quincy, MA office.

JOB SUMMARY:

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.