Bilingual Call Center Representative / Member Liaison

Healthcare Financial•Quincy, MA

2d•Hybrid

About The Position

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year. Join Our Dynamic Team and Make a Meaningful Impact! 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.

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.