Call Center Representative

Healthcare Financial•Quincy, MA

29d•Remote

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. Make an Impact Through Every Call Healthcare Financial, Inc. (HFI) is seeking a Member Advocate to support vulnerable members who may qualify for Medically Complex and Medicaid programs. This is a high-volume call center position requiring strong experience with inbound/outbound calls, outbound dialers, productivity metrics, documentation, and customer service. The ideal candidate is comfortable working in a fast-paced, production-driven environment while maintaining accuracy, professionalism, and compassion.

Requirements

Associate degree in a related field or equivalent combination of education and experience.
2+ years of experience in a high-volume call center, customer service, member services, healthcare, insurance, or related environment.
Demonstrated ability to manage high-volume inbound and outbound calls.
Experience working in a metrics-driven, production-based call center.
Strong verbal communication, active listening, interviewing, and documentation skills.
Ability to meet established productivity, quality, attendance, and performance standards.
Strong computer skills and ability to use multiple web-based systems simultaneously.
Ability to handle sensitive information with professionalism and confidentiality.
Ability to work the assigned Monday–Friday, 11:00 am – 7:00 pm or a 12:00 PM–8:00 PM EST schedule.

Nice To Haves

Experience with automated or manual outbound dialers.
Healthcare, Medicaid, Medicare, Managed Care, insurance, eligibility, or social services experience.
Experience conducting eligibility screenings, assessments, or member interviews.
Experience working with medically complex or vulnerable populations.
Bilingual or multilingual skills.

Responsibilities

Manage high-volume inbound and outbound calls in a metrics-driven call center.
Conduct telephone interviews and screenings to determine potential program eligibility.
Participate in automated and manual outbound dialer campaigns.
Ask probing questions, actively listen, and gather sensitive medical and functional information.
Educate members and families about eligibility, documentation, and enrollment requirements.
Accurately document calls, screening results, case activity, and follow-up in proprietary systems.
Balance call volume, productivity, quality, and after-call documentation requirements.
Transition efficiently between inbound calls, outbound campaigns, case follow-up, and documentation.
Work compassionately with vulnerable members, families, healthcare plans, and providers.
Maintain confidentiality and follow established program and client requirements.
Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia. It excludes Alaska, Hawaii, and all U.S. territories, such as Guam, American Samoa, Puerto Rico, and the Northern Mariana Islands.