Network Success Coordinator, LTCI

Description

Join our winning team
, recently honored on Forbes’ list of America’s Best Startup Employers for 2025!

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 help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values
:

• 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.

Job Summary

As a Network Success Coordinator with The Helper Bees, you will be responsible for supporting partner requests for client assessments.

Requirements Supervisory Responsibilities

• None

Duties/Responsibilities

• Utilize proprietary technology platform to acknowledge, schedule, document and monitor benefit eligibility assessments via dashboards/pipelines and Customer Relationship Management (CRM) functionality and associated platforms
• High volume inbound and outbound telephonic scheduling
• Collaborate with manager to analyze performance and redirect efforts as needed
• Responsible for consistent progress toward and alignment with intended outcomes/goals through key performance indicators (KPIs)
• Self-manage follow up engagements as needed
• Monitor dashboards and take appropriate action on referral escalations
• Other duties as assigned/necessary

Performance Metrics

• Customer Satisfaction: Ensure a consistently high level of customer satisfaction with the support provided.
• Team Turn Around Time (TAT): Maintain end-to-end TAT within Service Level Agreements (SLA’s), with a target average TAT of less than 10 days.
• Resolution Time: Time it takes to resolve a customer issue from the moment it is reported.
• Inbound Call Handling: Successfully manage 85% of incoming calls.

Required Skills/Abilities

• Professional phone demeanor and written communication
• Ability to self-manage daily efforts and work autonomously in a remote work environment
• Interpersonal and critical thinking skills
• Computer proficiency and comfortable learning new technology platforms
• Must be 18 years of age or older

Education and Experience

• 2+ years of customer service or related experience
• Outbound/Inbound calling experience highly preferred
• Office suite and Google Suite experience highly preferred

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate…