HIP Customer Relations Coordinator

Job description

About the Role:
The HIP Customer Relations Coordinator plays a pivotal role in ensuring exceptional service delivery within the health care and social assistance sector. This position focuses on managing and enhancing the interactions between the organization and its clients, particularly those involved in Health Insurance Programs (HIP). The coordinator will serve as a primary point of contact, addressing inquiries, resolving issues, and facilitating communication between clients and internal departments. By maintaining accurate records and providing timely updates, the role supports client satisfaction and compliance with program requirements. Ultimately, the coordinator contributes to the smooth operation of HIP services, fostering trust and positive relationships with clients across the United States.
Minimum Qualifications:
• High school diploma or equivalent; associate degree or higher in health administration, social work, or related field preferred.
• At least 2 years of experience in customer service or client relations, preferably within the health care or social assistance industry.
• Strong knowledge of Health Insurance Programs, health care terminology, and relevant regulatory requirements.
• Proficiency in using customer relationship management (CRM) software and standard office productivity tools.
• Excellent verbal and written communication skills with the ability to handle sensitive information confidentially.

Preferred Qualifications:
• Bachelor’s degree in health administration, public health, social work, or a related discipline.
• Experience working directly with Medicaid, Medicare, or other government-sponsored health insurance programs.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the United States.
• Certification in customer service or health care administration.
• Familiarity with data privacy laws such as HIPAA and experience ensuring compliance in client communications.

Responsibilities:
• Respond promptly and professionally to client inquiries related to Health Insurance Programs via phone, email, and other communication channels.
• Coordinate with internal teams such as enrollment, billing, and case management to resolve client issues and ensure accurate information dissemination.
• Maintain detailed and up-to-date records of client interactions, case statuses, and follow-up actions in compliance with organizational policies and HIP regulations.
• Assist clients in understanding program benefits, eligibility criteria, and application processes to facilitate their access to health care services.
• Monitor client feedback and escalate complex concerns to appropriate departments to improve service quality and client experience.
• Support outreach initiatives by providing information and resources to clients and community partners to promote HIP participation.
• Prepare regular reports on client interactions, common issues, and resolution outcomes to inform management and support continuous improvement.

Skills:
The required skills enable the coordinator to effectively manage client interactions by providing clear, empathetic, and accurate information about Health Insurance Programs. Proficiency with CRM software and office tools supports efficient tracking and documentation of client cases, ensuring no detail is overlooked. Strong communication skills are essential for explaining complex program details in an accessible manner and for collaborating with internal teams to resolve issues promptly. Preferred skills such as bilingualism and knowledge of regulatory compliance enhance the coordinator’s ability to serve diverse populations and maintain confidentiality standards. Together, these skills ensure the coordinator can deliver high-quality customer service that supports client satisfaction and program integrity on a daily basis.
Monday - Friday 8am - 5pm