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.

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 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.

Requirements

Supervisory Responsibilities:

• None
  

Duties/Responsibilities:

• 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

Performance Metrics:

• 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

Required Skills/Abilities:

• Ability to thrive in a fast paced environment
• Professional phone demeanor and written communication
• Ability to self-manage daily efforts and work autonomously in a remote work environment
• Excellent time-management and organizational skills
• Strong passion for helping others and problem-solving
• Interpersonal and critical thinking skills
• Ability to navigate multiple technology platforms and portals
• Comfort and adaptability when working with technology and learning new programs and computer systems
• Must be 18 years of age or older

Education and Experience:

• 2+ years of relevant experience in a contact center/customer service environment, program coordination, care coordination/navigation, or similar role
• Experience in Public/Community Health, or related field preferred
• Experience in the healthcare industry is a plus!

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 information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen.  The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.    

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.