Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • As a Bilingual Call Center Rep (Relationship Coordinator) at Healthfirst, Inc., you will play a vital role in connecting prospective members with essential long-term care and personal care services by providing accurate, compassionate, and informed telephonic support across multiple Healthfirst plans including Medicare Advantage, Managed Long Term Care, and HARP populations. Your work directly impacts access to critical home and community-based services, ensuring individuals receive timely evaluations and enrollment assistance while upholding the highest standards of member experience and compliance.
- • You will manage a high volume of inbound and outbound calls using approved scripts to educate referral sources, prospective enrollees, and family members about Healthfirst’s Long-Term Care enrollment process, product lines (Complete Care, SHP, HARP), and eligibility requirements, while maintaining adherence to internal service level standards and achieving daily, weekly, and monthly growth goals tied to appointment scheduling and conversion metrics.
- • Your day-to-day responsibilities include creating and following up on Long-Term Care leads in Salesforce for up to 90 days, tracking Personal Care service requests for up to 30 days, searching ePACEs and Marx (CMS) systems for Medicaid and Medicare eligibility, scheduling intake nurse and specialist appointments via telehealth or field visits, coordinating Entitlement Advocate and Clinical Assessor visits, and documenting all interactions and outcomes in Salesforce and pre-enrollment databases with precision and confidentiality.
- • You will troubleshoot enrollment rejections, prepare and coordinate fulfillment kits and informational brochures for prospective members, and ensure all special instructions are properly recorded and acted upon, contributing to a seamless, paperless call center environment that relies on integrated platforms such as Salesforce, RightFax, SharePoint, TruCare, MS Office 365, and Virtual Work Platforms via VPN.
- • As part of a mission-driven team focused on integrated care and health equity, you will engage with diverse populations—including frail adults, elderly individuals, and multicultural communities—demonstrating cultural sensitivity, active listening, and persuasive communication to build trust, establish credibility, and maximize appointment conversion while adapting to shifting priorities in a fast-paced, quota-driven environment.
- • This role offers the opportunity to develop deep expertise in Healthfirst’s product portfolio, gain hands-on experience with healthcare CRM and eligibility systems, refine your consultative sales and customer service skills in a regulated environment, and contribute meaningfully to improving access to home-based care services for vulnerable populations—laying a foundation for growth in healthcare operations, member services, or care coordination.
🎯 Requirements
- • High school diploma or GED; fluency in reading and speaking English and at least one additional language (bilingual proficiency required).
- • Proven member or customer service experience with strong phone etiquette, active listening, and the ability to follow scripts while adapting to individual needs.
- • Availability to work an 8.5-hour shift within operational hours (Monday–Friday 8:00 AM–8:00 PM, Saturday 10:00 AM–6:30 PM; extended hours during open enrollment October–March), with reliable internet for remote work and willingness to occasionally work overtime or weekends.
- • Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) and demonstrated ability to learn and navigate multiple electronic systems including Salesforce, TruCare, SharePoint, and VPN-based platforms.
- • Strong organizational, multi-tasking, and detail-oriented skills with sensitivity to cultural differences and the ability to remain calm and professional under pressure while meeting quota expectations.
🏖️ Benefits
- • Competitive hiring range: $48,600–$65,960 for Greater New York City Area residents; $42,200–$62,400 for all other approved locations, based on experience and qualifications.
- • Comprehensive benefits package including medical, dental, and vision coverage, life insurance, and 401(k) contributions (subject to eligibility).
- • Incentive and recognition programs tied to performance, goal achievement, and quality metrics.
- • Fully remote work flexibility with the support and tools needed to succeed in a virtual call center environment.
- • Opportunities for ongoing training, product knowledge development, and career growth within Healthfirst’s mission-driven healthcare organization.
Skills & Technologies
Remote
$48k-65k
Degree Required
About Healthfirst, Inc.
Healthfirst is a New York-based health insurance provider offering affordable, comprehensive plans to individuals, families, and seniors. For over 30 years, the company has delivered diverse options, including Essential Plans, Medicaid Managed Care, Child Health Plus, Marketplace plans, and specialized Medicare Advantage and Long-Term Care solutions. Healthfirst offers benefits like medical, prescription drug, dental, and vision coverage. Notably, Healthfirst maintains the only 5-star rated Essential Plan in New York for two consecutive years, solidifying its position as a trusted leader in accessible community healthcare.
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