Scheduling Liaison

US-NY-New York
Requisition ID
Department Name


Healthfirst is a provider-sponsored health insurance company that serves more than 1.2 million members in downstate New York. With more than 4,000 employees, a network of nearly 30,000 providers, and revenues in excess of $8.6 billion, Healthfirst is one of the largest health plans in the New York City area.   Our members are our North Star, and our mission is guided by their needs and preferences in ensuring a superior experience and access to the highest quality healthcare when and where they need it. Healthfirst’s commitment to quality and member satisfaction has helped us earn top ratings for HMO health plans in New York City. We know that employees shape our company and connect us to our communities, and we look to recruit and retain intelligent, driven leaders who are passionate about healthcare and embody our five culture drivers: - Dream Big, Plan Wisely - Break Down the Walls - Think Critically, Speak Up, Deliver with Pride - Inspire Through Trust, Lead By Example - Be Unstoppable Position Summary:    The Scheduling Liaison for Healthfirst is responsible for handling appointment scheduling for in-field nurses. The nursing visits are for reassessments and cover members who are in multiple product lines of business including Managed Long-Term Care Plan (MLTCP) and CompleteCare (CC) products-a Medicaid Advantage Plus Plan (MAP), FIDA (Fully-Integrated Dual Advantage) and others. The Scheduling Liaison will: schedule, handle calls relating to scheduling, map out travel distance to appointments and generate daily appointment availability reports, which include sectioning based on language needs and County. Healthfirst is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity or expression, veterans, disability status or any other characteristic protected by law.


Duties and Responsibilities:

  • Review and organize CareEnhance Clinical Management Software (CCMS), Electronic Medical Records (EMR) pre-enrollment database system, and schedule assessments for field staff (Nurses and/or Enrollment 50+) to ensure daily goals for SHP, CC and PHSP are being achieved.
  • Section the report by language needs and County for maximum efficiency in assigning active and prospective members for appointments for management review.
  • Assist with appointment rescheduling activities with documentation in the electronic medical records, scheduling new appointments, preparation of special scheduling projects for SHP and CC and working on other duties based on business need.
  • Working under the direction of management, maneuver multiple tasks independently with a fast-paced, proactive versus reactive approach to changing priorities; call volume and telemarketing call/appointment goals.
  • Handle many details and remain focused in an environment with distractions.
  • Contribute creative solutions and ownership of daily assignments for seamless communication and systematic completion of routine and special projects.
  • Follow protocol and use logical reasoning to escalate situations to management and clinical staff appropriately.
  • Maintain daily tracking reports, Nurses (Intake and/or Reassessment), including 3rd party outsourced Nurses, managed services organizations (MSO) and/or partnerships/vendors.
  • Schedule activities for management review.
  • Additional duties as requested.


Minimum Qualifications:

  • High School Diploma or GED.


Preferred Qualifications:

  • Associates degree from an accredited institution
  • Experience with Medicare or Medicaid managed care plan products such as, Family Health Plus (FHP), Eastern Benefits System (EBS) and/or Federal Employee Program (FEP)
  • Skilled in Microsoft Access, Microsoft Project, patient information database, e-faxing, electronic archiving or encryption
  • Adept at working in an environment with fast-past changing priorities including high stress while achieving quota expectations
  • Related work experience in an inbound and outbound call center in health care industry
  • Telemarketing experience
  • Call center or customer service experience in a medical group or private practice
  • Healthfirst product knowledge of CompleteCare, Senior Health Partners (SHP) or managed long-term care
  • Geographical knowledge of Manhattan, Nassau, Suffolk and/or Westchester for arranging staff appointments with members and for understanding and coordinating travel time/distance
  • Understanding of the value of integrated care
  • Telephonic experience with frail adult or elderly population
  • Experience in health insurance, home care environment, acute, sub-acute, long-term care (LTC) setting or managed-long term care (MLTCP)
  • Experience managing member information or appointments in a shared network environment using paperless database modules
  • Work experience as a Team Leader or similar capacity delegating or directing collaboratively a team project/tasks
  • Ability to create a positive impression during first contact with prospective members by setting the tone and being able to immediately demonstrate product knowledge. Establish credibility with the goal of maximizing the number of scheduled appointments to achieve daily/weekly/monthly goals
  • Persuasive and able to establish trust and credibility with the staff as a solution-driven resource.  Ability to set an example of how to maintain a calm, neutral disposition while managing many details in a distracting environment
  • Understanding of and sensitivity to cultural differences are essential
  • Fluency speak and reading Russian, Spanish or Korean
  • Knowledge and experience using Corporate email system including shared calendar usage, setting appointments, reminders, and recording contacts.
  • Experience in Microsoft Excel with the ability to format, edit, sort, formulas and analyze data.
  • Experience with computer hardware troubleshooting and liaising with tech support as needed.
  • Microsoft Word, Microsoft PowerPoint and database usage experience.
  • Work experience in an administrative support role that includes scheduling appointments and conferences, as well as sending reminders and keeping track of responses.


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