Bilingual Call Center Representative / Member Liaison

Healthcare Financial, Inc. • Quincy, MA

5h • $42,000 - $45,000 • Hybrid

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees