Community Office Coordinator

HealthFirst•New York, NY

About The Position

The Community Office Specialist is the primary interface and front line resource for the community office. S/he will triage, research, educate, liaise and manage the community office efficiency, while tracking and providing metrics on office production. S/he works in tandem with the Manager on processes, procedures and serves as the main point of contact with other departments in order to provide superior service to our staff and members.

Requirements

High School Diploma and/or GED equivalent
Bilingual Spanish fluency
Ability to work as needed before/after hours, weekends and holidays on a rotating on-call schedule.
Communicate effectively verbally and in writing while demonstrating good grammar, spelling and punctuation skills.
Experience using Microsoft word including formatting, copy/pasting and using grammar/spell check.
Excel or other spreadsheet software experience to create information reports requiring the use of edit, sort/filter and format data/print range

Responsibilities

Improve overall member experience and reduce waiting time in order to expedite traffic flow
Register and educate members in the HF Member portal (access online services)
Audit and Review applications to ensure quality and reduce rejections
Conduct training to Representatives during team meetings on specific topics based on observations on common rejections and frequent mistakes
Serve as Privacy Ambassador in order to ensure security, integrity and confidentiality of data/protect PHI in CO
Manage the CO inventory including but not limited to monitoring the IT loaner equipment and Fleet deliveries (premiums, flyers, collateral)
Collect, process and track binder/premium payments
Responsible for the CO Activity Report (PHSP/CARE/ MS Inquiries), submitting weekly/ monthly reports to monitor CO traffic and productivity.
CO Triage: Use On Contact and product knowledge to screen walk-ins and identify who is applying, renewing, making payment, inquiring MS, etc.
CO Sales Support: Manage and escalate Sales issues to: Saleslogix support, IT Help|desk and Facilities.
Customer Support: Escalate member concerns to Enrollment & Billing, MS Resolutions
SLX Calendar Management: Access/assign appointments to FE calendars during Manager absence
Manage and process the community office mail including but not limited to receiving, sorting and interofficing all incoming correspondence
CO Engagement Specialist: Increase and engage incoming members while managing and tracking the office traffic and waiting area
Responsible for the opening and closing of the community office in tandem with the Manager