Healthcare Field Service Specialist

HF Management Services; New York (NY); On-site; USD 36,000 - 60,000; Full time

Job summary

HF Management Services is seeking a Field Service Agent to act as an in-person liaison with Healthfirst customers. You will address member and provider inquiries, de-escalate complaints, educate clients, and support member retention across an Omni-channel environment.

The role involves high-quality service, social interaction, and collaboration with Healthfirst departments to meet regulatory guidelines and service standards.

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

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 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 and participate in root cause analysis, communicate complex information, take proactive measures and/or recommend solutions for process improvement
• Assist with Contact Center Operations outbound campaigns on high volume days, meeting deliverables
• Additional duties as assigned

Skills

Customer service

Conflict resolution

Active listening

Empathy

Multi-tasking

Verbal communication

Written communication

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

HF Management Services is seeking a Field Service Agent to act as an in-person liaison with Healthfirst customers. You will address member and provider inquiries, de-escalate complaints, educate clients, and support member retention across an Omni-channel environment.

The role involves high-quality service, social interaction, and collaboration with Healthfirst departments to meet regulatory guidelines and service standards.