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# Hotline Support

- **Company:** 1199SEIU Family of Funds
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Salary:** $52,092.0 - $65,852.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, QNXT
- **Published:** August 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0673494d192516a6

## About the Role

* High School Diploma or GED required, some College or Degree preferred
 * Minimum two (2) years Eligibility systems knowledge/experience (Vitech, QNXT, or ESI) in a health benefits environment required
 * Minimum two (2) years customer service experience in a call center environment; or two (2) years' experience in a member-facing position required
 * Comprehensive knowledge of enrollment documentation, eligibility requirements, benefit provisions and enrollment processing required
 * Excellent keyboarding skills required (minimum 6,000 KPH and 6% or less error rate)
 * Basic skill level in Microsoft Word and Excel preferred, able to perform enrollment data entry analysis and navigate eligibility systems (Vitech V3)
 * Excellent customer service and telephone skills a must; able to maintain pleasant and helpful demeanor ensuring professional services are provided
 * Ability to work well under pressure, multi-task, establish priorities, meet deadlines, problem solve and follow through on assignments
 * Good communication skills (oral and written) and ability to speak in a clear and concise manner
 * Available to work overtime preferred
 * Must meet performance standards including attendance and punctuality

## Description

* Perform eligibility and prescription benefit updates; accurately and professionally resolving issues in real time and providing excellent telephone customer service
 * Research, update, and follow up on changes such as: enrollment and workflows, eligibility and benefit elections in eligibility system (Vitech), PHI, prescription (Express Scripts), dental and call tracking (QNXT) systems.
 * Data enter enrollment information, relevant membership data, and supporting documentation obtained from various sources such as: Member Services, Outreach Department, satellite office - pension codes, employer reports, workers compensation, disability, home mortgage, Cross Fund reports, 1199SEIU Training and Employment Funds, GNY Spousal Premiums etc.
 * Communicate with management; keeping them abreast of any member issues that require escalation and report trends via established protocols.
 * Create various weekly and monthly Excel reports regarding productivity
 * Work closely with management in maintaining and reviewing work production
 * Provide clerical support to the Eligibility department including but not limited to: filing, photocopying, and faxing, etc.
 * Perform additional duties and projects as assigned by management


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