Call Center Representative

Job Description

Job Description

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

Key Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Why Join Us?

• 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. Benefits are offered date of hire. 

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 annual salary for this role ranges from $45,000 -$47,000. The salary range does not reflect total compensation which includes base salary, benefits and other options.

EEO Statement

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.