Bilingual Field Service Agent - Spanish

Healthfirst, Inc.; New York (NY); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k contributions

Incentive/recognition programs

Job summary

Healthfirst, Inc. is seeking a Field Service Agent to act as an in-person liaison with members and providers.

The role handles inquiries, de-escalates issues, educates clients, and supports member retention in a multi-channel contact center, including face-to-face interactions. Responsibilities include delivering high-quality service, managing in-person encounters, and collaborating with cross-functional teams to ensure standards and HIPAA compliance are maintained.

Qualifications

• High School Diploma or GED equivalent from an accredited institution.
• Experience in a customer service environment.
• Experience handling escalated issues and conflict resolution in a fast-paced setting.
• Strong communication skills, both written and verbal.

Responsibilities

• Provide high-quality customer service to providers and members across all LOBs.
• Manage face-to-face encounters to inform about products and services and reduce wait times.
• Identify and de-escalate dissatisfied members/providers and provide resolutions.
• Build trust through open communication with internal and external customers.
• Assist cross functional teams on campaigns and case reviews to meet standards.

Skills

Customer service

Conflict resolution

Active listening

Written/verbal communication

Microsoft Office

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Excel

Word

Outlook

Job description

Healthfirst, Inc. is seeking a Field Service Agent to act as an in-person liaison with members and providers.

The role handles inquiries, de-escalates issues, educates clients, and supports member retention in a multi-channel contact center, including face-to-face interactions. Responsibilities include delivering high-quality service, managing in-person encounters, and collaborating with cross-functional teams to ensure standards and HIPAA compliance are maintained.