Healthcare Field Service Specialist

Healthfirst, Inc.; New York (NY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) contributions

Life insurance

Incentive programs

Job summary

Healthfirst, Inc. seeks a Field Service Agent to act as an in-person liaison between Healthfirst and customers, assisting with insurance questions, applications and claims not paid. You will handle member inquiries, resolve complaints, and educate and retain members while complying with HIPAA.

Responsibilities include face-to-face engagement, escalation management, and collaboration with cross-functional teams. Weekend events and community outreach form part of the role.

Qualifications

• High School Diploma or GED
• Experience in a customer service environment
• Experience handling escalated issues and conflict resolution
• Experience in a fast-paced environment with multiple priorities
• Proficient with Microsoft Office (Excel, Word, Outlook)
• Excellent written and verbal communication skills

Responsibilities

• Provide high-quality customer service to providers and members across all lines of business with diverse questions on eligibility, benefits, claims, and products
• Manage face-to-face encounters to inform about products/services and improve member experience
• Identify and de-escalate dissatisfied members/providers and resolve issues
• Build trust through open, proactive communication with internal and external customers
• Assist cross-functional teams with campaigns and case reviews to meet standards
• Engage with members through community events to educate and retain membership
• Comply with HIPAA and protect PHI; adhere to regulatory guidelines
• Assist with weekend responsibilities at Healthfirst Community Offices and events
• Initiate investigations and partner for root cause analysis and process improvements
• Support Contact Center Operations outbound campaigns during high-volume periods

Job description

Healthfirst, Inc. seeks a Field Service Agent to act as an in-person liaison between Healthfirst and customers, assisting with insurance questions, applications and claims not paid. You will handle member inquiries, resolve complaints, and educate and retain members while complying with HIPAA.

Responsibilities include face-to-face engagement, escalation management, and collaboration with cross-functional teams. Weekend events and community outreach form part of the role.