Description and Requirements
The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. The individual is responsible for assisting customers with issues and inquiries they may have about their insurance, applications and/or claims not paid. The Field Service Agent is also responsible for receiving and addressing member inquiries, resolution of customer complaints, client education, retention of membership and dis-enrollments.
Duties/Responsibilities:
- Interacts with customers in person to provide information in response to inquiries about products and services.
- Improve overall member experience and reduce waiting time in order to expedite traffic flow
- Identify, research, and resolve customer issues using appropriate methods and tools.
- Effectively manage face to face encounters.
- Register and educate members in the HF Member portal (access online services)
- Handle and resolve customer complaints.
- Ability to navigate through information systems to analyze the customer's situation.
- Serves as a liaison between the customer and various departments.
- Serve as Privacy Ambassador in order to ensure security, integrity and confidentiality of data/protect PHI in CBO
- CBO Triage on the weekends: Use OnContact and product knowledge to screen walk-ins and identify who is applying, renewing, making payment, inquiring MS, etc.
- Customer Support: Escalate member concerns to Enrollment & Billing, MS Resolutions
- Other duties as assigned by the management team.
- Work flexible schedules, nights, weekends, holidays, and/or overtime with limited notice.
- Ability to multi-task, prioritize, and manage time effectively.
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Minimum Qualifications:
- Must have a valid driver's license and be able to commute between Suffolk and Nassau counties.
- High School Diploma or GED equivalent from an accredited institution
- Experience in a customer service environment
- Experience handling escalated issues, complex situations, and interactions requiring conflict resolution, active listening skills, and empathy
- Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
- Willing to accommodate flexible business needs (Ex: nights, weekends, holidays, alternate locations, and/or overtime with limited notice)
- Work experience with Microsoft Office Suite applications including Excel, Word, and Outlook
- Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills
Preferred Qualifications:
- Associate Degree from an accredited institution or equivalent work experience
- Ability to exercise independent thinking, problem solving and achieving goals
- English proficient bilingual who also speaks Spanish, Russian, Mandarin/Cantonese, Haitian Creole, Korean, Bengali, Punjabi, Hindi, or Urdu
- Basic knowledge of operational health plan departments and functionality
- Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general
- Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs)
Hiring Range:
- Greater New York City Area (NY, NJ, CT residents): $47,403 - $62,400
- All Other Locations (within approved locations): $41,101 - $60,320
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.