Field Service Agent - Bilingual Spanish - Manhattan

Healthfirst, Inc.; New York, Northern (NY, KY); Hybrid; USD 49,000 - 66,000; Full time

Job summary

Healthfirst, Inc. is seeking a Field Service Agent to serve as an in-person liaison between Healthfirst and its members, assisting with insurance questions, applications and claims.

The role focuses on resolving inquiries and improving the overall member experience through proactive, respectful service. The candidate will handle face-to-face encounters, de-escalate conflicts, educate members on plans and products, and collaborate with internal teams while protecting PHI in accordance with HIPAA

Qualifications

• High School Diploma or GED from an accredited institution.
• Experience in a customer service environment.
• Experience handling escalated issues, conflict resolution and empathy.
• Experience in a fast-paced environment with multiple priorities.
• Willing to accommodate flexible business needs.
• Proficient with Microsoft Office Suite (Excel, Word, Outlook).
• Strong verbal and written communication skills.

Responsibilities

• Provide high-quality customer service to providers and members across all LOBs with a variety of questions and issues.
• Manage face-to-face encounters to provide information and improve member experience.
• Identify and de-escalate situations and provide satisfactory resolutions.
• Build trusted relationships through open communication with internal and external customers.
• Assist cross-functional teams on campaigns and case reviews.
• Partner with Healthfirst departments by participating in community events.
• Comply with HIPAA and protect PHI; adhere to regulations.
• Assist with weekend responsibilities at Healthfirst Community Offices or events.
• Initiate investigations and participate in root cause analysis; support process improvements.
• Assist with Contact Center Operations outbound campaigns on high-volume days.

Skills

Customer service

Conflict resolution

Active listening

Multitasking

Verbal & written communication

Microsoft Office

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Microsoft Office Suite

Job description

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:

• Provide high-quality customer service to providers and members across all LOBs with a variety of questions and issues on topics such as eligibility, benefits, claims process, escalations, and products
• Manage face-to-face encounters by interacting with customers to provide information in response to inquiries about products and services, improve overall member experience, and reduce waiting time to expedite traffic flow
• Identify and de-escalate situations where member/provider is dissatisfied and provide a satisfactory resolution
• Build sustainable relationships of trust through open and interactive communication with internal and external customers
• Provide ad-hoc assistance to cross functional teams working on campaigns and case reviews to ensure standards are met
• Partner with other Healthfirst member-facing departments by participating in community events to engage and educate existing/prospective members
• Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines
• Assist periodically with weekend responsibilities at Healthfirst Community Offices (CO) or other events
• Initiate investigations, partner with other assigned parties to participate in root cause analysis, communicate complex information, take proactive and/or corrective measures and/or recommend solutions and methods for process improvement and follow-up on outstanding customer inquiries and complaints within defined timeframes
• Assist with Contact Center Operations (CCO) outbound campaigns on high volume days, while meeting deliverables associated with individual and team accountabilities
• Additional duties as assigned

Minimum Qualifications:

• 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
• 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)

Compliance & Regulatory Responsibilities:

• See Above License/Certification: N/A

Hiring Range*:

Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960

All Other Locations (within approved locations): $42,200 - $62,400

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. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [e-mail] or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC. Know Your Rights