Regional Benefits Coordinator

As a Regional Benefits Coordinator, you will be responsible for facilitating and managing service fulfillment within your assigned region. You will also engage and support health plan members, long term care insurance policy holders, and direct to consumer customers to ensure benefit/service optimization and a superior customer experience.

Supervisory Responsibilities:

• None
  
  

Duties/Responsibilities:

• Establish a trusting relationship with health plan members, long term care insurance policy holders, and direct to consumer customers to assist with benefit/service understanding, resource optimization, coordination of services, and seamless communication with providers.
• Cultivate and sustain a professional rapport with The Helper Bees’ network of aging in place service providers to ensure implementation of best practices related to:
  • Platform utilization
  • Customer engagement
  • Referral management
  • Timely scheduling, completion, and invoicing of services
• Monitor referral activity within the assigned region to ensure timely assignment, acceptance, and service fulfillment through The Helper Bees’ network of aging in place service providers
• Resolve referral escalations and customer service tickets by reviewing platform/dashboard activity and engaging the associated provider and/or customer to determine root cause and facilitate a solution
• Prioritize the timely fulfillment of all referrals within the assigned region to meet program requirements and ensure customer satisfaction
• Self-manage scheduled follow-up engagements, as needed
• High volume inbound and outbound telephonic coordination 
• As applicable, collaborate with Account Manager(s) on reporting requirements, escalations and grievances, as well as eligibility or referral-related issues
• Collaborate with management to assess performance and redirect efforts as needed
• Other duties as assigned/necessary

Performance Metrics:

• Encounter Fulfillment:  
  • Meet or exceed monthly fulfillment goal
• Escalation Management: 
  • % of No Start of Care 
  • % of unassigned referrals 
  • % of customer service tickets compared  to total active referrals 
• Provider NPS score

Required Skills/Abilities:

• Ability to thrive in a fast paced environment
• Professional phone demeanor and written communication
• Ability to self-manage daily efforts and work autonomously in a remote work environment
• Excellent time-management and organizational skills
• Strong passion for helping others and problem-solving
• Interpersonal and critical thinking skills
• Ability to navigate multiple technology platforms and portals
• Comfort and adaptability when working with technology and learning new programs and computer systems
• Must be 18 years of age or older

Education and Experience:

• 2+ years of relevant experience in a contact center/customer service environment, program coordination, care coordination/navigation, or similar role
• Experience in Public/Community Health, or related field preferred
• Experience in the healthcare industry is a plus!

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.