Certified Navigator- (Call Center) at HealthCare Access Maryland, Inc. in Baltimore, Maryland

Job Description:

- Flexible Schedule

- Hybrid Schedule-Hybrid is defined as a flexible work model that supports a blend of in the physical office (1-2 days per week) and partially remote workplace.

Certified Navigator- Call Center position is one in which the navigator is dedicated to answering calls that are offered by consumers and partners to HCAM’s enrollment hotline and outreach and engagement.

The primary responsibilities for this position are:

• Participate in training and successfully pass certification to be a Certified Navigator (required for ongoing employment)

• Participate in follow-up training and certification maintenance

• Participate in enrollment and outreach events as required

• Handle a high volume of inbound and outbound calls in both languages, effectively addressing customer inquiries about enrollment questions and concerns, providing accurate information, resolving issues, and following up on inquiries to ensure customer satisfaction.

• Understand eligibility requirements for and distributing information about the individual health insurance exchange, including eligibility requirements for applicable federal premium subsidies, cost sharing assistance and state medical assistance

• Deliver information about application, enrollment, and renewal, and special enrollment period processes for QHPs

• Stay Knowledgeable and up to date on company policies, insurance terminology, and procedures to provide accurate information and support to customers.

• Deliver exceptional customer service by actively listening to customers, demonstrating empathy, and maintaining a professional and courteous demeanor at all times.

• Provide information to clients about verifications, document submission and applicable deadlines

• Provide referrals to appropriate agencies, including the Attorney General’s Health Education and Advocacy Unit (HEAU) and the Maryland Insurance Administration (MIA), for applicants and enrollees with grievances, complaints, questions or the need for other social services

• Provide all information and services in a manner that is culturally and linguistically appropriate and ensures accessibility for individuals with disabilities or impairments

• Administrative duties related to documenting consumer information and data collection

• Troubleshoot and Resolve Issues by analyzing customer concerns, identifying the root cause of problems, and providing effective solutions or escalate complex issues to Team Lead when appropriate

• Other Duties as Assigned

• Associate Degree required. Bachelor’s degree preferred

• Excellent oral and written communication skills in English and Spanish is required. Fluency in other languages is a strong advantage.

• Previous experience in a high-volume call center environment is highly desirable.

• Excellent organizational skills

• Proven ability to meet deadlines

• Ability to effectively engage clients and connect them to resources

• Ability to comprehend and manage documentation in multiple databases

• Ability to problem solve and demonstrate initiative in approaching complex cases

• Proficient in MS Word, Excel, and Outlook

• Demonstrates positive attitude in work duties and interactions with peers, clients and partners

• Ability to communicate well via phone, email, and face-to-face with professionals and clients

• Excellent customer service skills

• Ability to work in remote locations with little supervision

• Access to reliable transportation

• Ability to work non-traditional hours, including evenings and weekends, as required

• Ability to travel throughout the Central and Midwest Region, if necessary

PHYSICAL REQUIREMENTS

While performing the duties of this position, the employee is regularity required to speak, listen, and respond to customers and providers. They will need to be able to key electronic data and be able to sit for extended periods. The employee must be able to lift at lease 15lbs.

SAFETY & HEALTH RESPONSIBILITY

HCAM is committed to providing and maintaining a safe, secure, and healthy work environment for all employees, clients served, volunteers and visitors. As part of this commitment, HCAM has developed safety, security and occupational health policies, practices, and standards.

With this understanding, all employees are required to:  Adhere to all local, state and federal safety and environmental codes, ordinances, standards and laws; adhere to all HCAM and local safety plans, policies, practices and standards; be aware of and follow all safety rules of your work site; report any unsafe conditions or accidents to your supervisor; practice standard precautions (formerly universal precautions) at all times and; participate in mandatory or available safety training.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to indoor conditions. The employee will be subject to noise.

 Our Culture – Health Care Access Maryland

HCAM is dedicated to fostering diversity, equity, and inclusion in our commitment to support our employees and the Marylanders we serve.

HCAM's DEI Vision Statement: “To be regarded as a leader in equitable access to health care through policy and practices, and a workplace whose culture promotes diversity, values its team, and fosters inclusion.”

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