Bilingual Certified Navigator Call Center

Description

Unlock your potential and join HCAM in Making Maryland Healthier! HealthCare Access Maryland (HCAM) has been addressing Health Equity issues for more than 25 years because We Believe! Join our Team and make a difference with a commitment to Excellence!

Hybrid Position!

Our Benefits Summary:

By joining HCAM, not only are you joining a team that is dedicated to helping Marylanders have access to quality health care, but a team that is dedicated to YOU as a healthy professional. We are dedicated to fostering diversity, equity, and inclusion in our commitment to support our employees and the Marylanders we serve.

We are committed to living our mission through employee benefits:

• Employee Wellness programs focused on health and wellness, boosting morale, and increasing productivity
• Flexibility with hybrid work schedules
• Medical, Dental, and Vision Insurance, Flexible Spending and Health Savings Accounts
• Competitive 401(k) Plan with a company match and immediate vesting
• Company Paid Employee Life Insurance & AD&D
• Company Paid Short-Term and Long-Term Disability Insurance
• 12 Paid holidays per year including one floating holiday
• Generous PTO policy, including time off for health screening and birthdays
• Generous Parking Discounts
• Sunny Day Fund: A comprehensive employee savings account incentive program with a generous company match contribution
• Business Casual Dress Code
• Continuing Education opportunities for internal staff (must meet internal criteria)
• Potential for Professional Due’s to be covered (must meet internal criteria)
• HealthCare Access Maryland is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) Program. Please refer to the PSLF requirements on StudentAid.gov for more information.

Hybrid work environment- a flexible work model allowing employees to work a blended schedule at remote and in-office locations.

Our Culture:

HCAM is dedicated to fostering diversity, equity, and inclusion in our commitment to support our employees and the Marylanders we serve.

HCAM's DEI Vision Statement: “To be regarded as a leader in equitable access to health care through policy and practices, and a workplace whose culture promotes diversity, values its team, and fosters inclusion.”

Bilingual Certified Navigator- Call Center position is one in which the navigator is dedicated to
answering calls that are offered by consumers and partners to HCAM’s enrollment hotline and
outreach and engagement.
The primary responsibilities for this position are:
• Participate in training and successfully pass certification to be a Certified Navigator (required
for ongoing employment)
• Participate in follow-up training and certification maintenance
• Participate in enrollment and outreach events as required
• Handle a high volume of inbound and outbound calls in both languages, effectively
addressing customer inquiries about enrollment questions and concerns, providing accurate
information, resolving issues, and following up on inquiries to ensure customer satisfaction.
• Understand eligibility requirements for and distributing information about the individual
health insurance exchange, including eligibility requirements for applicable federal premium
subsidies, cost sharing assistance and state medical assistance
• Deliver information about application, enrollment, and renewal, and special enrollment
period processes for QHPs
• Stay Knowledgeable and up to date on company policies, insurance terminology, and
procedures to provide accurate information and support to customers.
• Deliver exceptional customer service by actively listening to customers, demonstrating
empathy, and maintaining a professional and courteous demeanor at all times.
• Provide information to clients about verifications, document submission and applicable
deadlines
• Provide referrals to appropriate agencies, including the Attorney General’s Health Education
and Advocacy Unit (HEAU) and the Maryland Insurance Administration (MIA), for
applicants and enrollees with grievances, complaints, questions or the need for other social
services
• Provide all information and services in a manner that is culturally and linguistically
appropriate and ensures accessibility for individuals with disabilities or impairments
• Administrative duties related to documenting consumer information and data collection
• Troubleshoot and Resolve Issues by analyzing customer concerns, identifying the root cause
of problems, and providing effective solutions or escalate complex issues to Team Lead when
appropriate
• Other Duties as Assigned
 

Qualifications

Requirements & Experience:
• Associate Degree required. Bachelor’s degree preferred
• Excellent oral and written communication skills in English and Spanish is required.
Fluency in other languages is a strong advantage.
• Previous experience in a high-volume call center environment is highly desirable.
• Excellent organizational skills
• Proven ability to meet deadlines
• Ability to effectively engage clients and connect them to resources
• Ability to comprehend and manage documentation in multiple databases
• Ability to problem solve and demonstrate initiative in approaching complex cases
• Proficient in MS Word, Excel, and Outlook
• Demonstrates positive attitude in work duties and interactions with peers, clients and
partners
• Ability to communicate well via phone, email, and face-to-face with professionals and
clients
• Excellent customer service skills
• Ability to work in remote locations with little supervision
• Access to reliable transportation
• Ability to work non-traditional hours, including evenings and weekends, as required
• Ability to travel throughout the Central and Midwest Region, if necessary
Physical Requirements:
• Ambulate 3 blocks or more
• Key data
• Sit for extended periods
• Lift at least 15 lbs.

Salary : $50,000 - $56,000