The Helper Bees

• Complete internal orders for fulfillment through different vendors • May also handle customer engagement associate responsibilities dependent upon product/portfolio size and scope • Inbound/Outbound phone calls • Ensure data entry is accurate and proper workflows are followed • Ongoing account maintenance • Customer service escalation and management • Performs other duties as assigned/necessary

• Conduct Outbound Calls to senior adults • Build Relationships with potential customers • Stay well-informed about products and services • Educate customers about benefits offered • Listen attentively to customer inquiries and provide accurate information • Meet and exceed weekly and monthly sales targets • Accurately record customer interactions in CRM

• Lead the identification, pursuit, and conversion of new health plan clients in the Medicaid space • Own and execute The Helper Bees’ sales and business development processes for Medicaid • Serve as The Helper Bees’ Medicaid subject matter expert • Monitor Medicaid policy changes, RFP activity, and competitor actions • Deliver regular performance updates to the VP of Growth and executive leadership

• Assist benefit recipients with navigation of the product platform • Recommend service offerings • Support completion of orders on behalf of members • Utilize assessments and screenings to help clients achieve their care journey goals • Handle administrative tasks supporting members with planning and organizing their benefits • Answer inbound calls to assist members • Make outbound calls for follow-ups • Help members develop access to necessary resources • Participate in the coordination and scheduling of services • Other duties as assigned/necessary

• Supervise high-volume inbound and outbound telephonic scheduling • Oversee training and ongoing education of the care management team • Monitor team performance through KPIs

• Collaborate with your PM and designer to transform ambiguous challenges into fully instrumented, production-ready software. • Drive technical design for squad-led initiatives—drafting documentation, evaluating trade-offs, and steering the final decision. • Develop and maintain production-grade systems across our web platforms, mobile applications, and third-party integrations. • Troubleshoot complex, cross-system issues with a balanced approach of curiosity and composure. • Continuously elevate our engineering standards through rigorous code reviews, proactive refactoring, and enhanced tooling. • Leverage AI tools (such as Cursor, Copilot, and Claude) as a force multiplier and help define team protocols for their effective use. • Investigate practical applications for AI, ranging from internal workflow automation to features that enhance the member care experience. • Guide the engineers around you, ensuring the team is stronger and more capable through your mentorship.

• Lead and manage the Data Engineering team, providing mentorship, guidance, and support to ensure technical and professional development. • Monitor team performance and development, fostering an environment of growth through regular feedback, code reviews, and training opportunities. • Collaborate with department teams to design, build, test, and implement new features and enhancements that meet stakeholder needs. • Act as a technical leader for the team, growing other Data Engineers through mentorship and example, while also ensuring high-quality, scalable, and optimized software systems.

Role Description As a Regional Benefits Coordinator, you will be responsible for facilitating and managing service fulfillment within your assigned region. You will also engage and support health plan members, long term care insurance policy holders, and direct to consumer customers to ensure benefit/service optimization and a superior customer experience. Qualifications - 2+ years of relevant experience in a contact center/customer service environment, program coordination, care coordination/navigation, or similar role - Experience in Public/Community Health, or related field preferred - Experience in the healthcare industry is a plus! Requirements - Supervisory Responsibilities: None - Duties/Responsibilities: - Establish a trusting relationship with health plan members, long term care insurance policy holders, and direct to consumer customers to assist with benefit/service understanding, resource optimization, coordination of services, and seamless communication with providers. - Cultivate and sustain a professional rapport with The Helper Bees’ network of aging in place service providers to ensure implementation of best practices related to: - Platform utilization - Customer engagement - Referral management - Timely scheduling, completion, and invoicing of services - Monitor referral activity within the assigned region to ensure timely assignment, acceptance, and service fulfillment through The Helper Bees’ network of aging in place service providers - Resolve referral escalations and customer service tickets by reviewing platform/dashboard activity and engaging the associated provider and/or customer to determine root cause and facilitate a solution - Prioritize the timely fulfillment of all referrals within the assigned region to meet program requirements and ensure customer satisfaction - Self-manage scheduled follow-up engagements, as needed - High volume inbound and outbound telephonic coordination - As applicable, collaborate with Account Manager(s) on reporting requirements, escalations and grievances, as well as eligibility or referral-related issues - Collaborate with management to assess performance and redirect efforts as needed - Other duties as assigned/necessary - Performance Metrics: - Encounter Fulfillment: Meet or exceed monthly fulfillment goal - Escalation Management: - % of No Start of Care - % of unassigned referrals - % of customer service tickets compared to total active referrals - Provider NPS score - Required Skills/Abilities: - Ability to thrive in a fast paced environment - Professional phone demeanor and written communication - Ability to self-manage daily efforts and work autonomously in a remote work environment - Excellent time-management and organizational skills - Strong passion for helping others and problem-solving - Interpersonal and critical thinking skills - Ability to navigate multiple technology platforms and portals - Comfort and adaptability when working with technology and learning new programs and computer systems - Must be 18 years of age or older Benefits - This position offers the flexibility of remote work at approved locations within the United States. - Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. - Enjoy the convenience and comfort of working remotely while contributing to our team's success. Company Description The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds. The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know. As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

• Provide initial onboarding and continuing education and training to teams across the organization • Collaborate with program and operational management and team leaders to properly train, mentor, and monitor Key Performance Metrics • Evaluate calls, review documentation, and shadow team members to ensure workforce efficiency • Create and update training materials as needed

Role Description As a Care Advisor, Care Concierge, you will be responsible for assisting benefit recipients with navigation of the product platform, recommendations for service offerings, and supporting the completion of orders on behalf of the member. This team utilizes the results of assessments, screenings, and their knowledge of community-based resources to help clients achieve their care journey goals. The Care Concierge Associate is responsible for administrative tasks supporting members with planning, organizing, and executing their benefits. Shift: Monday-Friday 2:30 PM–11:00 PM EST Supervisory Responsibilities - None Duties/Responsibilities - Answer inbound calls to assist members with completing assessments and recommend a plan for services based on member needs and capabilities. - Make outbound calls to follow up with members. - Help members and families develop their capacity of and access to resources including but not limited to: - Homecare - Meals - Transportation - Errands - Home Modification - Pest Control - Social Support Services - Participate in the coordination and scheduling of services. - Other duties as assigned/necessary. Performance Metrics - Call Metrics: - Inbound calls - 30 second average for speed of Answer - Quality Assurance of at least 80% - After Call Work Time - NPS Survey Average: Maintain an average score on member satisfaction surveys, reflecting exceptional service delivery and positive interactions with members. - Attendance Adherence: Adherence to scheduled shifts and breaks, low occurrences of unplanned absences or tardiness, ensuring consistent availability to assist members. - Testimonial Submissions: Obtain member testimonial submissions from satisfied members, showcasing exceptional service delivery and positive outcomes achieved through member support efforts. Qualifications - Passionate about improving health outcomes through home and community-based services. - Computer proficiency and knowledge of clerical functions. - Interpersonal and telephonic communication skills. - Excellent written/verbal communication skills. - Proven experience answering inbound calls. - Ability to work with multi-disciplinary teams. - Excellent time-management and organizational skills. - You thrive in working in a fast-paced start-up environment. - Change doesn’t scare you, in fact, it does the opposite -- it fuels you! - Must be 18 years of age or older. Education and Experience - High School Diploma preferred. - Experience in Public/Community Health, or related field preferred. - Experience in one or more of the following areas: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work. Physical Requirements - Ability to remain at your designated workstation for the duration of the workday. - Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP). - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. - The ability to observe details at close range (typically on a computer screen). Benefits - This position offers the flexibility of remote work at approved locations within the United States. - Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. - Enjoy the convenience and comfort of working remotely while contributing to our team's success. Company Description The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds. The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know. As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations. The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit our careers page to view all current job openings.