Bilingual Call Center Representative / Member Liaison
About The Position
Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval. You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need.
Requirements
- Bachelor’s degree in a related field or equivalent combination of education and experience.
- 1+ years of customer service or call center experience, preferably in healthcare.
- Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian are highly encouraged to apply.
- Strong written and verbal communication skills; active listening a must.
- Proficiency in Microsoft Office, data entry, and CRM/database systems.
- Exceptional organizational skills and attention to detail.
- Ability to handle a high volume of outreach calls and manage multiple priorities.
- Emotionally mature with the ability to interact with a vulnerable population.
- Willingness to work flexible hours 11-7 pm or 12-8 pm shifts and contribute to a team-driven environment.
- Remote options are available M-F 40 hours per week.
Nice To Haves
- Familiarity with medical terminology and health insurance, preferred.
Responsibilities
- Manage and monitor a caseload of pending Social Security applications daily.
- Act as a liaison between members and government agencies, conducting outreach via phone calls and letters.
- Follow up with agencies to obtain status updates and advocate for expedited decisions.
- Prioritize tasks using reports and queries to meet performance benchmarks.
- Escalate complex or aging cases when necessary and recommend solutions.
- Provide excellent customer service by educating and counseling members about the Social Security application process.
- Accurately maintain demographic and case information in a proprietary database.
- Prepare documentation for appeals in case of application denial.
- Assist with team training, cross-training, and continuous improvement initiatives.
- Participate in departmental projects and committees as assigned.
Benefits
- Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services.
- Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change.
- Equal Opportunity: We value diversity and foster an inclusive work environment.
- Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization.
- Competitive Compensation: Enjoy a competitive salary package with benefits.
- Flexible work options: Remote or Hybrid.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
