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HFI - Quincy Member Liaison in Quincy, Massachusetts

The primary goal of the Member Liaison is to efficiently and effectively manage the follow-up process of our Social Security applications and ensure we have collected the corresponding information/documentation to receive an approval on the applications submitted. Responsibilities include, but are not limited to: FUNCTIONS & RESPONSIBILITIES: -Accountable for managing an entire caseload of pending applications to be processed and monitored daily -Responsible for all member and government agency outreach activities that will drive an open application to a positive outcome (approval). These activities primarily include member and government agency calls and letters to complete outstanding verifications -Maintain working relationships with government agencies and act as a liaison for members -Responsible for following up with government agencies to obtain application status information and advocate for the expedition of a final decision -Use reports and queries to manage and prioritize caseload and ensure benchmarks are being met -Evaluate and initiate action on aging cases -Responsible for escalating problem cases when necessary -Ensure data quality and work with supervisors as an active participant in identifying and resolving problems and inconsistencies -Support supervisors in the implementation of new processes and training initiatives -Provide an enhanced level of customer service to our members and clients -Educate and counsel members on Social Security processes and respond to inquiries around the status of the application/approval -Enter, update, and maintain demographic and application information in our proprietary database system while maintaining accuracy -Responsible for updating the \"Contact Log\" in our proprietary database system to ensure outreach attempts, contacts, interactions, and assessments have been properly captured -Accountable for processing rendered approvals and denials -Responsible for preparing the corresponding support documentation for any appeal process as part of our Denial Management initiatives -Assist in other team member training and provide feedback during cross training opportunities to enhance the department\'s functionality, roles and training materials -Participate in Department and HFI Committees and Projects as assigned by the Operations Manager/Supervisor MINIMUM REQUIREMENTS: -Four-year degree in related field or equivalent combination of education and experience -Bilingual (English/Spanish/Portuguese/Vietnamese/Cantonese/Mandarin/Russian), preferred -At least one year of previous experience in a customer service/call center role -At least one year of previous experience in a healthcare setting -Familiarity with medical terminology -Previous experience with health insurance -Self-motivated, responsible, and accountable. -Identifies own learning needs and seeks appropriate assistance -Excellent computer skills including: MS Office. Ability to work well within a fast-paced, team-oriented environment -Willingness and ability to work extra hours, as required Working hours are Monday-Friday from 9am-5pm; 10am-6pm; 11am-7pm; 12pm-8pm