Omnichannel Member Support Specialist

HFMS HF Management Services, LLC; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

HF Management Services, LLC is seeking a Field Service Agent to serve as the in-person liaison between Healthfirst and its customers. You will handle member and provider inquiries, de-escalate issues, educate clients, and engage in member retention across face-to-face and omnichannel contact center environments.

The role requires strong communication, ability to multitask, and flexibility to work non-standard hours.

Qualifications

• High School Diploma or GED from an accredited institution.
• Experience in a customer service environment.
• Experience handling escalated issues and conflict resolution.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to work nights, weekends, holidays, overtime with limited notice.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook).
• Strong written and verbal communication skills.

Responsibilities

• Provide high-quality customer service to providers and members across all lines of business.
• Manage face-to-face encounters and respond to inquiries about products and services.
• Identify and de-escalate situations to provide satisfactory resolutions.
• Build trusting relationships through open and interactive communication.
• Assist cross-functional teams on campaigns and case reviews as needed.
• Partner with Healthfirst departments by participating in community events and education efforts.
• Comply with HIPAA and protect PHI; adhere to regulations.
• Support weekend responsibilities at Healthfirst Community Offices or events.
• Initiate investigations and participate in root-cause analysis for process improvements.
• Support contact center outbound campaigns on high-volume days.

Skills

Customer service

Conflict resolution

Verbal communication

Written communication

Microsoft Office

Multi-tasking

Schedule flexibility

Education

High School Diploma or GED

Associate Degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

HF Management Services, LLC is seeking a Field Service Agent to serve as the in-person liaison between Healthfirst and its customers. You will handle member and provider inquiries, de-escalate issues, educate clients, and engage in member retention across face-to-face and omnichannel contact center environments.

The role requires strong communication, ability to multitask, and flexibility to work non-standard hours.