Scheduling Liaison

The Scheduling Liaison for Healthfirst Integrated Products department is responsible for providing support between Clinical RN scheduling responsibilities and the Relationship Coordinator (RC) inbound/outbound role, via telephonic efforts in support of Healthfirst’s Medicare Advantage Plan, Complete Care (MAP), Managed Long Term Care Plan (MLTC) Senior Health Partners (SHP), and Mainstream/Health and Recovery Plan (HARP) population seeking PCA and/or CDPAS services. The Clinical RN visits are a coordinated part of the enrollment process between the clinical eligibility assessors and prospective members who are seeking enrollment into one of our integrated products. The Scheduling Liaison will: schedule, handle calls relating to scheduling, map out travel distance to appointments and generate daily appointment availability reports, based on assigned clusters. In addition, the scheduling Liaison will collaborate with the Clinical Eligibility team to obtain, track, and provide additional resources for the Relationship Coordinators.

Integrated Products is a paperless work environment requiring daily hands-on administration of multiple electronic Patient Health Information (PHI) databases and security requirement tools such as encryption. These systems include, but are not limited to, Salesforce, RightFax, Virtual Work Platforms (using VPN), TruCare, SharePoint Sites, Microsoft Office 365 applications and mor

Duties and Responsibilities:

• Working under the direction of the Relationship Coordinator Team Leads and/or Managers, maneuvers multiple tasks independently with a fast-paced initiative-taking approach to changing priorities, outbound call volume and telemarketing and appointment goals.
• Assist in rescheduling and follow up for up to 90 days on Long-Term Care (LTC) Leads and Opportunities entered in Salesforce.
• Assist in rescheduling and follow ups for up to 30 days on Personal Care services requests for the Mainstream population in Salesforce.
• Searches ePACEs for Medicaid eligibility, exclusion, and exemption codes
• Searches in Marx (CMS) for Medicare eligibility, enrollments, and special elections.
• Manage calls effectively to maximize productivity and optimal operational efficiency.
• Schedule/reschedule all field and tele video conference appointments for Integrated Products Intake Nurses in Salesforce.
• Schedules/reschedule Clinical Assessors to complete Community Health Assessments for Mainstream/HARP members requesting Personal Care Services at home.
• Documents all incoming/outbound calls under call tracking in Salesforce
• Documents all special instructions in Salesforce
• Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects.
• Collaborate with the clinical eligibility team to review cluster assignments, and provide additional RN resources as needed.
• Complete searches in EPACES for Medicaid eligibility, exclusion, and exemption codes.
• Follow protocols and use deductive reasoning to escalate situations to management staff appropriately.
• Manage additional or other duties as assigned with the occasional need to work weekends, additional hours before or after shift schedule.

Minimum Qualifications:

• Fluency in reading and speaking English and additional language.
• Inbound and/or Outbound call center work experience with Telemarketing responsibilities.
• Work experience within the healthcare industry.
• A solid commitment to improving care for frail adults.
• Knowledge and experience using corporate email system including shared calendar usage, setting appointments, reminders, and recording contacts.
• Experience in Microsoft Excel with the ability to format, edit, sort, formulas and analyze data.
• Microsoft Word, Microsoft PowerPoint, and database usage experience.
• Work experience in an administrative support role that includes scheduling appointments and conferences, as well as sending reminders and keeping track of responses.
• High School Diploma or GED.

Preferred Qualifications:

• Associates degree from an accredited institution
• Experience with Medicare or Medicaid managed care plan products
• Experience in utilizing EPACEs
• Skilled in Microsoft Access, Microsoft Project, patient information database, e-faxing, electronic archiving, or encryption
• Adept at working in an environment with fast-past changing priorities including high stress while achieving quota expectations
• Healthfirst product knowledge of CompleteCare, Senior Health Partners (SHP) or managed long-term care
• Geographical knowledge of New York’s five boroughs, Nassau and/or Westchester for arranging staff appointments with members and for understanding and coordinating travel time/distance
• Understanding of the value of integrated care
• Experience in health insurance, home care environment, acute, sub-acute, long-term care (LTC) setting or managed-long term care (MLTCP)
• Experience managing member information or appointments in a shared network environment using paperless database modules
• Ability to create a positive impression during first contact with prospective members by setting the tone and being able to immediately demonstrate product knowledge. Establish credibility with the goal of maximizing the number of scheduled appointments to achieve daily/weekly/monthly goals
• Understanding of and sensitivity to cultural differences are essential 

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $46,200 – $62,400
• All Other Locations (within approved locations): $40,100 – $58,240

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.