100% Remote - Outreach Retention Specialist - Contact Center Outbound Renewals

The Outreach Retention Specialist is responsible for making outbound calls to existing Healthfirst members. Includes educating and assisting members with their renewal application and/or scheduling an appointment for a field team member to assist. May be assigned to outreach campaigns geared towards qualifying and recertifying members into the following programs; Medicaid, Essential Plan, Child Health Plus, Medicare, Low Income Subsidy (LIS), Integrated Products, and others. There is no new enrollment activity for this position.

Duties And Responsibilities Include

• Attend annual training and successfully meet testing requirements
• Work at locations which may include office, remote, virtual and/or field offices
• Educate members on all aspects of eligible plans including answering questions regarding features and benefits
• Establish and maintain good working relationships with internal and external business partners such as Member Services, Enrollment, Medical Management, Marketplace Retention Specialist, Marketplace Facilitated Enrollers, Medicare Representatives, etc.
• Assist Medicaid, Medicare, and Integrated Product members through outbound campaigns to retain their and/or obtain coverage
• 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
• Certified application counselors to maintain personal NYSOH dashboard
• Understand and implement the Plan’s policies and procedures for the renewal process
• Meet pre- and post-training exams and audit requirements
• Additional duties as assigned
• Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines
• Work a flexible schedule including late shifts, weekends, and/or holidays (with limited notice at times), and as needed during unforeseen business disruptions
• Make outbound calls to existing membership up for renewal to assist over the phone and/or schedule appointments for a Field Representative to assist with a renewal application.

Minimum Qualifications

• Prior work experience with tools such as Salesforce/OnContact, MHS, ePaces, BizTalk
• High School Diploma or GED from an accredited institution
• Working experience with MS Office
• Related work experience such as HMO / Managed Care, NYSOH, HRA, Maximus, etc.

Preferred Qualifications

• Exhibits the highest standards of personal ethics and integrity, taking accountability for actions and treating everyone with respect and fairness
• Bachelor’s Degree

Compliance & Regulatory Responsibilities: Noted above

License/Certification: N/A

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• All Other Locations (within approved locations): $40,100 - $58,240
• Greater New York City Area (NY, NJ, CT residents): $46,200 - $62,400

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.