Income Senior Program Specialist

Job Purpose:

This position aims to positively contribute to HealthWell’s efforts to meet its mission.  Specifically, persons in the position provide expertise to the Foundation in the areas of eligibility, grant, payment and all other inbound and outbound inquiries from patients, caregivers, providers, and pharmacies.  

Key Success Factors:

Persons in this position provide hotline, intake, and process services in support of the operations of the contact center related to eligibility screening and processing, grant management, as well as electronic and printed communication.

Duties and Responsibilities

• Provide superior customer service support to patients, caregivers, health care professionals, consumers, and payers contacting the Foundation through the hotline and electronic and printed communications
• Provide initial screening and enrollment for the Foundation’s grants as applicable
• Assist callers with all inquiries related to eligibility, grant status, payments, referral resources, and other Foundation processes and procedures
• Support quality initiatives in conjunction with the Quality department to ensure achievement of quality metrics
• Maintain working knowledge of Foundation guidelines, SOPs, FAQs, funds, and disease state being referenced and appropriately use the secured Grants Management System
• Perform quality control checks of all information entered
• Work on ad hoc projects as requested
• Income document review
• Other duties as assigned

Key Technical Skills and Knowledge (if applicable):

• Ability to adhere to corporate compliance expectations and demonstrate the values of quality, integrity, innovation, accountability, collaboration, and leadership
• Proficient in applicable computer software, i.e., Microsoft Office Suite, Salesforce (or other grants management software), and InContact (or other telephony systems)

Qualifications & Education Requirements:

• Two years of experience within a Call Center and/or healthcare-related setting; equivalent combination of education and work experience may be considered
• Outstanding customer service, communication, and interpersonal skills
• Ability to work independently and exercise sound judgment with regards to issue escalation
• Deals with confidential information and or issues using discretion and judgment

Preferred Competencies:

• Fluent in Spanish (written and verbal)
• Experience utilizing call center telephony technology
• Strong communication skills - written and oral
• Adapts quickly and successfully to accommodate changing program needs; prepares for change and helps others to adapt
• Ability to work across all departments and on project teams