Bilingual Certified Navigator Call Center

Description

About HealthCare Access Maryland (HCAM):

HealthCare Access Maryland (HCAM) is a nonprofit organization dedicated to making Maryland healthier by connecting residents to health insurance coverage and providing comprehensive care coordination. Each year, HCAM assists over 80,000 individuals across the state, offering personalized guidance, health education, and advocacy to ensure every Marylander has an equal opportunity to achieve optimal health.

healthcareaccessmaryland.org

Position: Bilingual Certified Navigator – Call Center

Overview:

As a Bilingual Certified Navigator in our Call Center, you will play a pivotal role in supporting HCAM's Connector Program, which is instrumental in ensuring equitable access to health insurance for all Maryland residents. Your primary responsibility will be to manage inbound and outbound calls from consumers and partners via HCAM’s enrollment hotline, providing essential assistance in health insurance enrollment and related inquiries.

Key Responsibilities:

Certification and Training:

• Participate in comprehensive training sessions and successfully attain certification as a Certified Navigator, a requirement for continued employment.
• Engage in ongoing training to maintain and update certification status.

Client Interaction:

• Handle a high volume of calls in both English and [Second Language], addressing customer inquiries about enrollment processes, eligibility, and concerns.
• Provide accurate information, resolve issues efficiently, and conduct follow-ups to ensure customer satisfaction.

Program Knowledge:

• Understand and communicate eligibility requirements for the individual health insurance exchange, including federal premium subsidies, cost-sharing assistance, and state medical assistance programs.
• Inform clients about application procedures, enrollment periods, renewal processes, and special enrollment periods for Qualified Health Plans (QHPs).

Customer Service Excellence:

• Stay informed about company policies, insurance terminology, and procedures to provide accurate support.
• Deliver exceptional customer service by actively listening, demonstrating empathy, and maintaining professionalism.

Administrative Duties:

• Assist clients with document verification, submission processes, and adherence to applicable deadlines.
• Provide referrals to appropriate agencies, such as the Attorney General’s Health Education and Advocacy Unit (HEAU) and the Maryland Insurance Administration (MIA), for clients with grievances, complaints, or additional service needs.
• Ensure all information and services are delivered in a culturally and linguistically appropriate manner, guaranteeing accessibility for individuals with disabilities or impairments.
• Perform administrative tasks related to documenting consumer information and data collection.

Problem-Solving:

• Analyze customer concerns, identify root causes, and provide effective solutions.
• Escalate complex issues to the Team Lead when necessary.

Additional Responsibilities:

• Participate in enrollment and outreach events as required.
• Perform other duties as assigned to support HCAM's mission and programs.

Qualifications

• Education: Associate degree required; Bachelor's degree preferred.
• Language: Fluent in English and Spanish (additional languages are a plus).
• Call Center Experience: Preferred in a high-volume environment.
• Organizational Skills: Strong ability to multitask and meet deadlines.
• Client Engagement: Connect clients to resources effectively.
• Technical Skills: Proficient in MS Word, Excel, and Outlook; ability to manage databases.
• Problem-Solving: Ability to analyze and resolve complex cases.
• Communication: Excellent verbal and written skills via phone, email, and in-person.
• Customer Service: Strong interpersonal skills with a positive attitude.
• Work Independently: Ability to work remotely with minimal supervision.
• Schedule Flexibility: Available for evenings and weekends as needed.

Compensation

In compliance with Maryland's wage transparency requirements, the compensation for this position includes a base salary range of $28.85 - $31.25 per hour. Additionally, the benefits package includes vacation, sick, personal, and mental health leave, a 403(b) retirement plan with employer match, medical, dental, life, short-term and long-term disability insurance, company-paid life insurance, voluntary life insurance options, Health Savings Account (HSA) and Flexible Spending Account (FSA) options, and a voluntary emergency savings fund with employer match.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

While performing duties, the employee is regularly required to talk, hear, and interact with others. Frequent activities include standing, using hands for tasks, reaching, climbing, balancing, stooping, kneeling, and crouching. Walking and sitting for extended periods are occasionally required, along with the ability to ambulate three blocks or more. The employee must regularly lift/move up to 15 pounds and maintain specific vision abilities, including depth perception and color vision.

Safety & Health Responsibilities

HCAM is committed to maintaining a safe, secure, and healthy work environment for employees, clients, volunteers, and visitors. Employees must:

• Follow all safety regulations and practices.
• Report unsafe conditions or accidents to supervisors.
• Practice standard precautions consistently.
• Participate in mandatory or available safety training.

Work Environment

This role involves exposure to both indoor and outdoor conditions and may include moderate noise levels.

What We Offer

• Benefits: Vacation, sick, personal, and mental health leave; 403(b) retirement plan with employer match; medical, dental, and life insurance; short-term and long-term disability coverage; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; voluntary emergency savings fund with employer match.
• Hybrid Work Environment: Flexible scheduling that includes both remote and in-office work.

Our Culture

At HCAM, diversity, equity, and inclusion are at the heart of our mission. We are committed to fostering a culture that values our team and promotes equitable access to healthcare for the communities we serve.

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.”

Ready to take on a rewarding challenge and support a mission that matters? Join us in making a difference in Baltimore City!

Salary : $29 - $31