Bilingual Field Service Specialist - Spanish

Healthfirst, Inc.; New York (NY); On-site; USD 49,000 - 66,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k contributions

Life insurance

Incentive programs

Job summary

Healthfirst, Inc. is seeking a Field Service Agent to serve as an in-person liaison with members and providers in the New York area. The role focuses on customer service, education, and issue resolution across all lines of business in a multi-channel contact environment.

Responsibilities include handling inquiries, de-escalating conflicts, building trusted relationships, and supporting campaigns while ensuring HIPAA compliance and PHI protection.

Qualifications

• High School Diploma or GED from an accredited institution.
• Experience in a customer service environment.
• Experience handling escalated issues with empathy and conflict resolution.
• Flexible for nights, weekends, holidays and overtime with short notice.
• Proficient in Microsoft Office (Excel, Word, Outlook).

Responsibilities

• Provide high-quality service to members and providers across LOBs.
• Manage in-person encounters and respond to inquiries about products and services.
• Identify and de-escalate dissatisfied customers and provide resolutions.
• Build trust through open communication with internal/external customers.
• Support cross-functional campaigns and case reviews to meet standards.
• Engage with Healthfirst departments at events to educate members.
• Comply with HIPAA and protect PHI; follow regulatory guidelines.
• Assist with weekend responsibilities at Healthfirst Community Offices.
• Initiate investigations and contribute to root-cause analyses for process improvements.
• Support CCO outbound campaigns on high-volume days.

Skills

Customer service experience

Conflict resolution

Multitasking

Microsoft Office

Strong communication

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Healthfirst, Inc. is seeking a Field Service Agent to serve as an in-person liaison with members and providers in the New York area. The role focuses on customer service, education, and issue resolution across all lines of business in a multi-channel contact environment.

Responsibilities include handling inquiries, de-escalating conflicts, building trusted relationships, and supporting campaigns while ensuring HIPAA compliance and PHI protection.