Scheduling Liaison-Team Lead

The Scheduling Liaison Team ensures smooth work efficiency and success in visit completion within all LOBs. The Team Lead (TL) Scheduling Liaison will oversee the scheduling of reassessments conducted by our field nurses. The nursing visits cover members who are in multiple product lines of business including Managed Long Term Care Plan (MLTCP) and Complete Care (CC) products a Medicaid Advantage Plus Plan (MAP), and others. This individual will ensure compliance with internal controls and will guide and supervise the work of Scheduling Liaisons in accordance with the Company's policies.

• Collaborate with Clinical Eligibility (CE) management to ensure timely outreach of membership for all lines of business (LOBs) and assessment visits
• Establish credibility with the goal of maximizing the number of scheduled appointments to achieve goals
• Oversee the sectioning of the report by county and language needs for maximum efficiency in assigning active and prospective members for appointments for management review
• Supervise Scheduling Liaisons to ensure timely outreach of members and appropriate documentation of member interaction
• Provide direct support to CE staff in productive management through appropriate guidance of Scheduling Liaisons
• Assist with appointment rescheduling activities with documentation in the electronic medical records and preparation of special scheduling projects for SHP, CC and LTSS members
• Coordinate with Senior Health Partners (SHP) Interpreters services to provide additional support to field staff and coordinate reassessment process.
• Work with teams across business units such as Care Management and Intake to ensure process and procedural changes are reflected in schedulers' workflows and documentation such as job aids and policies
• Oversee compliance with departmental policies for member outreach by reviewing Salesforce (pre-enrollment database system), and TruCare (EMR system for members) and have oversight of the scheduled assessments for field staff (Nurses and/or Enrollment 50 ) to ensure daily goals for SHP, CC and PHSP are being achieved
• Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects
• Perform maintenance and changes in tracking tools that will log productivity and serve as a resource for managing performance expectations indicating improvement is needed for discussion with management and/or at departmental team meetings.
• Follow protocol and use logical reasoning to escalate situations to management and clinical staff appropriately
• Additional duties as assigned

Minimum Qualifications (3-5 bullets):

• Associates degree from an accredited institution
• Work experience requiring the use of excellent verbal and written communication and the ability to document grammatically correct emails, communications, and presentations
• Working experience in a fast-paced environment that requires handling multiple priorities simultaneously

Preferred Qualifications:

• Excellent interpersonal skills, especially relating well with a frail adult population, their families and community care providers, along with demonstrated ability to handle rapidly changing crisis situations while still achieving department goals and objectives
• Language preferences - Spanish, Russian, French, Creole, Mandarin, Cantonese
• Related work experience in an inbound and outbound call center in health care industry - Telemarketing experience - Call center or customer service experience in a medical group or private practice
• Experience with Corporate email systems, Health Commerce System, Microsoft Word, Excel, PowerPoint, Access, Electronic Medical Records (EMR) Database, e-faxing and electronic archiving skills
• Ability to navigate Internet browsers, computer hardware, and multiple applications simultaneously, using encryption security tools, multiple electronic PHI databases, working with a VPN and Citrix platform

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst.  Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $65,600 - $93,600

• All Other Locations (within approved locations): $58,300 - $85,280

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.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

Salary : $65,600 - $93,600