Community Office Coordinator

About the role

The Community Office Specialist is the primary interface and front line resource for the community office. They will triage, research, educate, liaise, and manage the community office efficiency while tracking and providing metrics on office production. This role works in tandem with the Manager on processes and procedures and serves as the main point of contact with other departments to provide superior service to staff and members.

Responsibilities

• Improve overall member experience and reduce waiting time to expedite traffic flow.
• Register and educate members in the HF Member portal (access online services).
• Audit and review applications to ensure quality and reduce rejections.
• Conduct training for Representatives during team meetings on specific topics based on observations of common rejections and frequent mistakes.
• Serve as Privacy Ambassador to ensure security, integrity, and confidentiality of data/protect PHI in the Community Office (CO).
• Manage CO inventory, including monitoring IT loaner equipment and Fleet deliveries (premiums, flyers, collateral).
• Collect, process, and track binder/premium payments.
• Responsible for the CO Activity Report (PHSP/CARE/MS Inquiries), submitting weekly/monthly reports to monitor CO traffic and productivity.
• CO Triage: Use On Contact and product knowledge to screen walk-ins and identify who is applying, renewing, making payments, or inquiring about MS.
• CO Sales Support: Manage and escalate Sales issues to Sales Logix support, IT Helpdesk, and Facilities.
• Customer Support: Escalate member concerns to Enrollment & Billing and MS Resolutions.
• SLX Calendar Management: Access/assign appointments to Field Enrollment (FE) calendars during Manager absence.
• Manage and process community office mail, including receiving, sorting, and interofficing all incoming correspondence.
• CO Engagement Specialist: Increase and engage incoming members while managing and tracking office traffic and waiting area.
• Responsible for opening and closing the community office in tandem with the Manager.

Requirements

• High school diploma and/or GED equivalent.
• 2+ years of customer service experience.
• Ability to work as needed before/after hours, weekends, and holidays on a rotating on-call schedule.
• Effective verbal and written communication skills, demonstrating good grammar, spelling, and punctuation.
• Experience using Microsoft Word, including formatting, copy/pasting, and using grammar/spell check.
• Experience with Excel or other spreadsheet software to create reports requiring edit, sort/filter, and format data/print range.

Pay

Greater New York City Area (NY, NJ, CT residents): $58,900 - $80,070

All other approved locations: $51,000 - $74,880

Salary and related compensation elements will be contingent upon work experience, education, licenses, certifications, and other factors deemed pertinent to the hiring decision.

Benefits

• Medical, dental, and vision coverage.
• Incentive and recognition programs.
• Life insurance.
• 401k contributions.

All benefits are subject to eligibility requirements.