Call Center Representative

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NA ) for the third consecutive year.

Make an Impact Through Every Call

Healthcare Financial, Inc. (HFI) is seeking a Member Advocate to support vulnerable members who may qualify for Medically Complex and Medicaid programs.

This is a high-volume call center position requiring strong experience with inbound/outbound calls, outbound dialers, productivity metrics, documentation, and customer service. The ideal candidate is comfortable working in a fast-paced, production-driven environment while maintaining accuracy, professionalism, and compassion.

• Manage high-volume inbound and outbound calls in a metrics-driven call center.
• Conduct telephone interviews and screenings to determine potential program eligibility.
• Participate in automated and manual outbound dialer campaigns.
• Ask probing questions, actively listen, and gather sensitive medical and functional information.
• Educate members and families about eligibility, documentation, and enrollment requirements.
• Accurately document calls, screening results, case activity, and follow-up in proprietary systems.
• Balance call volume, productivity, quality, and after-call documentation requirements.
• Transition efficiently between inbound calls, outbound campaigns, case follow-up, and documentation.
• Work compassionately with vulnerable members, families, healthcare plans, and providers.
• Maintain confidentiality and follow established program and client requirements.
• Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia. It excludes Alaska, Hawaii, and all U.S. territories, such as Guam, American Samoa, Puerto Rico, and the Northern Mariana Islands).

• Associate degree in a related field or equivalent combination of education and experience.
• 2+ years of experience in a high-volume call center, customer service, member services, healthcare, insurance, or related environment.
• Demonstrated ability to manage high-volume inbound and outbound calls.
• Experience working in a metrics-driven, production-based call center.
• Strong verbal communication, active listening, interviewing, and documentation skills.
• Ability to meet established productivity, quality, attendance, and performance standards.
• Strong computer skills and ability to use multiple web-based systems simultaneously.
• Ability to handle sensitive information with professionalism and confidentiality.
• Ability to work the assigned Monday-Friday, 11:00 am - 7:00 pm or a 12:00 PM-8:00 PM EST schedule.

• Experience with automated or manual outbound dialers.
• Healthcare, Medicaid, Medicare, Managed Care, insurance, eligibility, or social services experience.
• Experience conducting eligibility screenings, assessments, or member interviews.
• Experience working with medically complex or vulnerable populations.
• Bilingual or multilingual skills.

• Make a Difference:Help vulnerable members access healthcare programs and benefits that can improve their quality of life.
• Mission-Driven Culture:Join a team that values compassion, advocacy, collaboration, and treating employees with respect.
• Grow Your Career:Build your healthcare, member advocacy, and professional skills while gaining experience in a growing organization.
• Work-Life Balance:Enjoy flexible work options and a supportive environment designed to help you succeed both professionally and personally.
• Competitive Benefits:HFI offers competitive compensation and a comprehensive benefits package, including medical, dental, vision, life insurance, 401(k), paid time off, incentives, and flexible work options.…