Field Service Agent - Member Support & Education

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

Job summary

Healthfirst in New York is seeking a Field Service Agent to serve as the in-person liaison with members and providers. You will assist with insurance inquiries, applications and claims, resolve issues, and educate members to support retention and enrollment decisions.

You will handle escalated inquiries, de-escalate conflicts, and collaborate with cross-functional teams while complying with HIPAA and privacy standards. Weekend coverage may be required at community offices or events.

Qualifications

• High School Diploma or GED or equivalent required.
• Experience in a customer service environment.
• Experience handling escalated issues and conflict resolution.
• Experience in a fast-paced environment with multiple priorities.
• Willing to accommodate flexible schedule including nights, weekends, holidays and overtime.
• Proficiency with Microsoft Office including Excel, Word and Outlook.
• Strong verbal and written communication with good grammar and punctuation.

Responsibilities

• Provide high-quality customer service to members and providers across inquiries on eligibility, benefits, claims, and products.
• Manage face-to-face encounters to inform and respond to questions, improving member experience.
• Identify and de-escalate dissatisfied situations and provide satisfactory resolutions.
• Build trusted relationships through open communication with customers.
• Provide ad-hoc cross-functional support for campaigns and case reviews.
• Collaborate with Healthfirst departments by participating in community events to engage members.
• Comply with HIPAA and protect PHI per guidelines and regulatory requirements.
• Assist with weekend responsibilities at Healthfirst Community Offices or events.
• Initiate investigations and contribute to root cause analysis for process improvements.
• Support Contact Center Operations outbound campaigns on high-volume days.
• Perform additional duties as assigned.

Skills

Customer service

Conflict resolution

Active listening

Multitasking

Professional communication

Bilingual English/Spanish

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Healthfirst in New York is seeking a Field Service Agent to serve as the in-person liaison with members and providers. You will assist with insurance inquiries, applications and claims, resolve issues, and educate members to support retention and enrollment decisions.

You will handle escalated inquiries, de-escalate conflicts, and collaborate with cross-functional teams while complying with HIPAA and privacy standards. Weekend coverage may be required at community offices or events.