Field Service & Member Experience Specialist

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

Benefits offered by this job

Medical coverage

Dental and vision coverage

401k contributions

Job summary

Healthfirst in New York seeks a Field Service Agent to serve as an in-person liaison with customers, addressing member and provider inquiries, de-escalating issues, and educating clients in a face-to-face, telephonic, and Omni-channel environment.

You will maintain PHI confidentiality, support cross-functional teams, and participate in community events to engage and educate members while driving a positive customer experience.

Qualifications

• Experience in a customer service environment.
• Ability to handle escalated issues and complex situations with empathy.
• Strong written and verbal communication skills.

Responsibilities

• Provide high-quality customer service to providers and members across LOBs.
• Manage face-to-face encounters and respond to inquiries about products and services.
• Identify and de-escalate dissatisfied members/providers and resolve issues.
• Build trust through open and interactive communication with customers.
• Assist cross functional teams on campaigns and case reviews.

Skills

Customer service

Escalation handling

Effective communication

HIPAA compliance

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Healthfirst in New York seeks a Field Service Agent to serve as an in-person liaison with customers, addressing member and provider inquiries, de-escalating issues, and educating clients in a face-to-face, telephonic, and Omni-channel environment.

You will maintain PHI confidentiality, support cross-functional teams, and participate in community events to engage and educate members while driving a positive customer experience.