Job Description
Retention Advocate Team Lead
locations
Hybrid – NY
time type
Full time
job requisition id
R016953
The Retention Advocate Team Lead oversees the activities of the Sr Retention Advocate team who are responsible to provide Healthfirst members support in obtaining financial entitlements for which they are eligible. This enables members to maintain the highest level of independence both at home and within their communities. Education within Medicare, the Medicare Savings Program (MSP), assist our members in applying and continuous follow up to eligibility. The Sr Retention Advocates are responsible for a longer cycle of work.
Healthfirst has a paperless work environment requiring daily hands-on administration of multiple proprietary and packaged electronic databases including security requirement tools such as encryption. These systems include, but are not limited to, Salesforce, Trucare, Outlook, MS Office, e|fax, Interaction Client, VoIP, Virtual Work Platforms (using VPN), and scanning.
Duties & Responsibilities:
- Supervise Retention Advocates- This includes observing staff in the field (travel within NYC, Westchester and Nassau counties) and conducting customer phone audits to ensure all activities are completed in accordance with Company protocols and State regulations
- Coordinate a synchronized workflow while maintaining the integrity of member confidential information, as well as proprietary business information in collaboration with staff in Marketing, Relationship Coordinators, Growth Team, and Referral Sources
- Track the Medicaid/Medicare/Medicare Savings Program (MSP) Application process and outcomes, to meet department enrollment conversion goals
- Address patterns of appointments outcomes: Not interested, re-scheduled or cancelled members
- Conduct monthly audits established by yearly Goals in the areas of Medicaid, Medicare and Customer Service surveys, tracking of all applications/documents
- Directs the Entitlement process by explaining features to callers, entering activities into proprietary Employee Medical Records system, responding to questions from enrollees/significant others and resolving daily routine problems including complicated cases
- Prepares monthly summary reports for Manager/Director/VP Operations to show status of Medicaid/Medicare/MSP applications and Conversions
- Keeps up to date on Medicaid/Medicare/HMO laws and changes. Shares all updated information with Team members as appropriate
- Contribute to continuous performance improvements, this includes but not limited to, monitoring staff effectiveness based on productivity, conversions, documentation, accuracy of data entry, and overall timeliness of the intake, assessment, and application process
- Ability to multitask and remain focused in an environment with distractions
- Follow protocols and use common sense to escalate situations to management or other Healthfirst teams appropriately
- Handle other duties as assigned with the occasional need to work weekends, on-call, additional hours before or after shift schedule and/or from other HF site locations