Field Service Agent - Long Island - Bilingual English and Spanish

Healthfirst; New York (NY); On-site; USD 41,000 - 63,000; Full time

Job summary

A healthcare services provider in New York is seeking an experienced Field Service Agent to serve as a liaison with clients, handle inquiries, and ensure quality service delivery. The ideal candidate will possess a high school diploma, customer service experience, excellent communication skills, and the ability to manage escalated issues effectively. This role offers a competitive salary along with benefits including health coverage and a 401k plan.

Benefits

Medical, dental, and vision coverage

Life insurance

401k contributions

Qualifications

• Experience in a customer service environment.
• Experience handling escalated issues and complex situations.
• Bilingual in English and other languages preferred.

Responsibilities

• Provide high-quality customer service to providers and members.
• Manage face-to-face encounters to improve member experience.
• Identify and de-escalate unsatisfactory situations.

Skills

Customer service

Conflict resolution

Communication

Empathy

Education

High School Diploma or GED

Associate Degree or equivalent work experience

Tools

Microsoft Office Suite

Job description

Overview

The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. This individual receives and addresses member and provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a face-to-face, telephonic, and/or Omni-channel contact center environment. The Field Service Agent maintains Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Encounter Resolution and Customer Experience measures for our “North Star” Members and the Providers who service them.

Duties / Responsibilities

• Provide high-quality customer service to providers and members across all LOBs with inquiries on eligibility, benefits, claims process, escalations, and products
• Manage face-to-face encounters by providing information in response to inquiries about products and services, improving overall member experience, and reducing 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 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 PHI confidentiality; adhere to local, state, federal and Healthfirst regulatory guidelines
• Assist periodically with weekend responsibilities at Healthfirst Community Offices or other events
• Initiate investigations, work with other parties to conduct root cause analysis, communicate complex information, take proactive and/or corrective measures, and recommend solutions for process improvement; follow up on inquiries and complaints within defined timeframes
• Assist with Contact Center Operations outbound campaigns on high-volume days, meeting deliverables for individual and team accountabilities
• Additional duties as assigned

Minimum Qualifications

• Must be able to commute to and from Long Island, particularly Nassau and Suffolk counties
• High School Diploma or GED equivalent from an accredited institution
• Experience in a customer service environment
• Experience handling escalated issues and complex situations, with conflict resolution, active listening, and empathy
• Experience working in a fast-paced environment with multiple priorities
• Willing to accommodate flexible business needs (nights, weekends, holidays, alternate locations, overtime with limited notice)
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Strong verbal and written communication with good grammar, spelling, and punctuation

Preferred Qualifications

• Associate Degree or equivalent work experience
• Ability to exercise independent thinking and problem solving to achieve goals
• English proficient; bilingual with 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 traditional and/or omnichannel contact centers, including KPIs and CMS/NYSOH requirements
• Trained in multiple Healthfirst Lines of Business for both Member and Provider Family of Products

Compliance & Regulatory Responsibilities

See above

License / Certification

N/A

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, 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 Disabilities 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 careers at Healthfirst dot org 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 email address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.

Know Your Rights

All hiring and recruitment at Healthfirst is transacted with a valid Healthfirst.org email address or from a recruitment firm representing our company. If you receive a communication from a sender whose domain is not healthfirst.org or not one of our recruitment partners, be aware that those communications are not from Healthfirst. Healthfirst will never ask for money during recruitment or onboarding.

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, salary and compensation elements are contingent upon work experience, education, licenses, certifications, and other factors Healthfirst deems pertinent.

In addition to salary, Healthfirst offers benefits such as medical, dental and vision coverage, incentive programs, life insurance, and 401k contributions (benefits subject to eligibility). The company provides a competitive compensation and benefits package where 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.