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SalaryFoundation Overview:
The HealthWell Foundation is a Forbes 100-rated, Maryland-based 501(c)(3) nonprofit organization that provides financial assistance to underinsured Americans to help them afford life-changing medical treatments. Our mission is to reduce financial barriers to care for underinsured patients living with chronic or life-altering diseases.
Job Purpose:
The purpose of this position is to positively contribute to HealthWell’s efforts meeting its mission. Specifically, persons in the position provide expertise to the Foundation in eligibility, grant, payment and all other inbound and outbound inquiries from patients, caregivers, providers, and pharmacies.
After successful completion of onboarding activities, classroom training, and ninety (90) days of continuous employment with no record of performance or conduct issues, persons in this position may request to telecommute part-time, working remotely up to two days per week in accordance with the Foundation’s telecommuting policy. Full-time telecommuting will not be considered for people in this position.
Key Success Factors:
Persons in this position provide hotline services supporting the contact center's operations related to eligibility screening and processing, grant management, electronic and printed communication, training, and payment processing.
Duties and Responsibilities:
- Provide compassionate, compliant, and complete customer service support to patients, caregivers, health care professionals, consumers, and payers contacting the Foundation through the hotline.
- Understand and demonstrate the Foundation’s core values and competencies through all interactions.
- Provide initial screening and enrollment for the Foundation’s grants as applicable.
- Assist callers with all inquiries related to eligibility, grant status, payments, referral resources, and other Foundation processes and procedures.
- Support quality initiatives with the Quality team to ensure achievement of quality metrics.
- Maintain working knowledge of Foundation guidelines, SOPs (Standard Operating Procedures), FAQs (Frequently Asked Questions), funds, and disease state being referenced and appropriately use the secured Grants Management System.
- Perform quality control checks of all information entered.
- Work on ad hoc projects as requested.
- Other duties as assigned.
Key Technical Skills and Knowledge (if applicable):
- Ability to adhere to corporate compliance expectations and demonstrate the values of quality, integrity, innovation, accountability, collaboration, and leadership.
- Proficient in applicable computer software, i.e., Microsoft Office Suite, Salesforce (or other grants management software), and InContact (or other telephony system)
Qualification Requirements:
- Outstanding customer service, communication, and interpersonal skills
- Ability to work independently and exercise sound judgment with regards to issue escalation.
- Deals with confidential information and or issues using discretion and judgment.
- Report to the office 5 days per week during training
- Hybrid three (3) days in office; two days remote per week after training
- Reliable attendance and punctuality
- Work Overtime as needed
Preferred Competencies:
- Two years of experience within a Call Center and/or healthcare related setting;
- Experience utilizing call center telephony technology.
- Effective communication skills - written and oral
- Adapts quickly and successfully to accommodate changing program needs; prepares for change and helps others to adapt.
- Ability to work across all departments and on project teams.
EEO Employer
The HealthWell Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
