Job description

The Relationship Coordinator, Team Lead (TL) is primarily responsible for increasing the team’s overall performance in the areas of customer service, scheduling appointments as well as maintaining a high conversion rate. The incumbent supervises the daily activities of all Relationship Coordinator Representatives and works closely with the team to achieve high sales numbers as well as consistently increasing conversion rates for the entire Relationship Coordinator Intake and Enrollment Team. TL will monitor the call center phone activities of the Relationship Coordinator (RC) to ensure ACW (after call work) ASA (average speed of answer), Call Capture, Adherence to schedule in a fast paced environment are met daily to achieve the goals of the long term care enrollment products and services.

Duties/Responsibilities
Review and monitor daily, weekly and monthly sales reports and performance data reports .
Supervise 10-15 RC’s who handle inbound and outbound calls and special projects.
Review all daily reports to manage team production, workload and identify trends.
Prepares, maintains, and submits reports for special projects such as Renewals, MMIP, CFEEC and EMR daily and monthly
Monitor, coach and mentor the entire team on ways to improve both appointments booked as well as showing an increase in conversion rates.
Develop and Maintain appropriate policies, procedures, and workflow and ensure that staff is properly trained and monitored to meet compliance requirements.
Analyze all reports quickly and accurately and communicate results to all management and team members as appropriate.
Take the initiative to identify and make recommendations to eliminate redundancies or inconsistencies in processes, reports, and work flows.
Coordinate with senior management and Human Resources for appropriate staffing levels.
Conduct interviews, collaborate on hiring decisions, coach and develop staff.
Assist with staff scheduling to include: work assignments/rotations, employee coaching, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
Responsible to meet department productivity and quality goals.
Able to work flexible schedules, nights, weekends, and/or overtime with limited notice.
Supervise the day to day operations of the Relationship Coordinator Department.
Monitor daily telephone activities via the Interactive Intelligence system and Verint for schedule adherence.
Assist in the identification and implementation of improvement activities.
Assigning and ensuring the staff participates and completes all required training in the Online Learning System. (Assign additional training as needed to assist with growth and development)
Monitor calls regularly to improve quality, minimize errors and track operative performance.
Participate and conduct formal/informal team meetings and 'one on one’ sessions with upper management and staff to discuss both high and low performing team members and policy changes.
Account for and administer disciplinary actions as needed.
Manage all escalated issues to ensure resolution in a timely manner.
Attend and participate in external and internal meetings related to the department.
Be a role model in behavior, protocols and company policies.
All other duties as assigned by Management.

Minimum Qualifications
Excellent interpersonal and listening skills and ability to maintain a calm and even disposition while managing many details in a fast paced environment.
Handle customer escalations via phone
Sales and call center experience
Excellent written and verbal communication skills
Experience coaching and mentoring Customer Service Representatives to achieve KPI’s
Supervisory or Management experience in a customer service capacity
Tech Savvy computer skills such as Microsoft Office Suites: Outlook, Excel, Word, PowerPoint
Organized and multi-tasking capabilities

Preferred Qualifications
Bi-lingual Spanish
Project leader experience in a call center environment
Medicaid, Medicare, enrollment, sales experience
Experience in a call center dept. within a managed care, health care, or insurance industry.
Bachelor’s degree from an accredited institution.
Handle customer escalations and employee corrective action
Excellent verbal and written communication skills
Proficient computer skills such as Microsoft Office Suites: Outlook, Excel, Word, PowerPoint, Access, Interactive Intelligence, Verint, Sequel, SAS ‘
Experience coaching and mentoring Customer Service Representatives to achieve KPI’s

Since we care so greatly about our employees' and members' wellbeing, Healthfirst has implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Company’s current COVID-19 or other infectious disease health and safety protocols, including local requirements, which may include sharing information regarding your vaccine status and mask wearing. Protocols may change in the future with the evolving public health landscape. Healthfirst will consider accommodation requests as required by applicable law.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.