Bilingual Call Center Representative​/Member Liaison

Bilingual Call Center Representative / Member Liaison

Quincy, MA, US

Salary Range: $42,000.00 To $45,000.00 Annually

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.

Join Our Dynamic Team and Make a Meaningful Impact!

Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval.

You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need.

What You’ll Do

• Manage and monitor a caseload of pending Social Security applications daily.
• Act as a liaison between members and government agencies, conducting outreach via phone calls and letters.
• Follow up with agencies to obtain status updates and advocate for expedited decisions.
• Prioritize tasks using reports and queries to meet performance benchmarks.
• Escalate complex or aging cases when necessary and recommend solutions.
• Provide excellent customer service by educating and counseling members about the Social Security application process.
• Accurately maintain demographic and case information in a proprietary database.
• Prepare documentation for appeals in case of application denial.
• Assist with team training, cross-training, and continuous improvement initiatives.
• Participate in departmental projects and committees as assigned.

What We’re Looking For

• Associates degree in a related field or equivalent combination of education and experience.
• 1+ years of customer service or call center experience, preferably in healthcare.
• Familiarity with medical terminology and health insurance, preferred.
• Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian are highly encouraged to apply.
• Strong written and verbal communication skills; active listening a must.
• Proficiency in Microsoft Office, data entry, and CRM/database systems.
• Exceptional organizational skills and attention to detail.
• Ability to handle a high volume of outreach calls and manage multiple priorities.
• Emotionally mature with the ability to interact with a vulnerable population.
• Willingness to work a 12-8 pm shift and contribute to a team-driven environment.
• Remote options are available M-F 40 hours per week.
• 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.

Why Join Us

• Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services.
• Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change.
• Equal Opportunity: We value diversity and foster an inclusive work environment.
• Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization.
• Competitive Compensation: Enjoy a competitive salary package with benefits.
• Flexible work options: Remote or Hybrid.

At this time, HFI will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Our Massachusetts based…