Regional Benefits Coordinator

Description

Join our winning team
, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to be the best in the world at finding & fulfilling the needs of older adults.

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

As a Regional Benefits Coordinator
, you will be responsible for facilitating and managing service fulfillment within your assigned region. You will also engage and support health plan members, long term care insurance policy holders, and direct to consumer customers to ensure benefit/service optimization and a superior customer experience.

• None

• Establish a trusting relationship with health plan members, long term care insurance policy holders, and direct to consumer customers to assist with benefit/service understanding, resource optimization, coordination of services, and seamless communication with providers.
• Cultivate and sustain a professional rapport with The Helper Bees’ network of aging in place service providers to ensure implementation of best practices related to:
  • Platform utilization
  • Customer engagement
  • Referral management
  • Timely scheduling, completion, and invoicing of services
• Monitor referral activity within the assigned region to ensure timely assignment, acceptance, and service fulfillment through The Helper Bees’ network of aging in place service providers
• Resolve referral escalations and customer service tickets by reviewing platform/dashboard activity and engaging the associated provider and/or customer to determine root cause and facilitate a solution
• Prioritize the timely fulfillment of all referrals within the assigned region to meet program requirements and ensure customer satisfaction
• Self-manage scheduled follow-up engagements, as needed
• High volume inbound and outbound telephonic coordination
• As applicable, collaborate with Account Manager(s) on reporting requirements, escalations and grievances, as well as eligibility or referral-related issues
• Collaborate with management to assess performance and redirect efforts as needed
• Other duties as assigned/necessary

• Encounter Fulfillment:
  • Meet or exceed monthly fulfillment goal
• Escalation Management:
  • % of No Start of Care
  • % of unassigned referrals
  • % of customer service tickets compared to total active referrals
• Provider NPS score

• Ability to thrive in a fast paced environment
• Professional…