Sales Operations Service Agent-2

HFMS HF Management Services, LLC; New York (NY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Healthfirst, based in New York, seeks a Sales Operations Service Agent to support the Sales Operations Service Center. You will field phone and written inquiries from brokers, agents and their uplines, delivering exceptional service to both internal and external customers.

The role collaborates with Quality Assurance and management on service projects, handling inquiries about eligibility, benefits, claims, and premium-related questions, with a focus on accuracy, courtesy, and timely resolution.

Qualifications

• Experience providing quality service across a broad range of business topics.
• Telephonic customer service experience including handling of escalated calls.
• High school diploma or GED from an accredited institution.

Responsibilities

• Provide high quality on-line and telephone assistance to all customers—Member, Small Groups, Commercial Brokers and Medicare Brokers.
• Handle customer inquiries via mail, e-mail, on-line inquiries and chat sessions with professionalism.
• Resolve inquiries regarding eligibility, benefits, claims process, Medicare and Commercial product questions.
• Assist with group credentialing, commissions, member rosters, eligibility, premium bills and related services.

Skills

Customer service

Telephonic support

Issue escalation

Quality assurance

Education

High School diploma or GED

Associates Degree

Tools

Excel

Word

PowerPoint

Outlook

Job description

Sales Operations Service Agent

The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.

Responsibilities

• Provide high quality on-line and telephone assistance to all customers- Member, Small Groups, Commercial Brokers and Medicare Brokers
• Provide high quality handling of customer inquiries, via mail, e-mail and on-line inquiries and chat sessions
• Resolve inquiries and issues relating to all aspects of commercial member, employer and broker business: Member, Broker and Employer questions and issues regarding eligibility, benefits, claims process, Medicare and Commercial product questions and various other customer support functions
• Employer/Broker questions and issues regarding group credentialing, commissions, member rosters and eligibility, premium bills, premium payments and reconciliation and service related projects
• Make recommendations to management concerning problems, problem trends and process improvement
• Maintain an open exchange of information with internal and external customers
• Work with Quality Assurance team to understand, track and trend quality performance issues
• Additional duties as assigned

Minimum Qualifications

• Experience providing quality service across a broad range of business topics
• Telephonic customer service experience including handling of escalated calls
• High school diploma or GED from an accredited institution

Preferred Qualifications

• Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
• Conflict resolution experience
• Experience handling complex situations and/or projects
• Healthcare industry experience
• Associates Degree from an accredited institution

Compliance & Regulatory Responsibilities

N/A

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Incentive and recognition programs
• Life insurance
• 401k contributions (all benefits are subject to eligibility requirements)

Salary & Compensation

HiringRange*:GreaterNewYorkCityArea(NY,NJ,CTresidents):$48,600-$65,960AllOtherLocations(withinapprovedlocations):$42,200-$62,400Asacandidateforthisposition,yoursalaryandrelatedelementsofcompensationwillbecontingentuponyourworkexperience,education,licensesandcertifications,andanyotherfactorsHealthfirstdeemspertinenttothehiringdecision.Inadditiontoyoursalary,Healthfirstoffers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).Healthfirstbelievesinprovidingacompetitivecompensationandbenefitspackagewhereveritsemployeesworkandlive.*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into thisrole.

Equal Opportunity

WEAREANEQUALOPPORTUNITYEMPLOYER.HFManagementServices,LLCcomplieswithallapplicablelawsandregulations.Applicantsandemployeesareconsideredforpositionsandareevaluatedwithoutregardtorace,color,creed,religion,sex,nationalorigin,sexualorientation,pregnancy,age,disability,geneticinformation,domesticviolencevictimstatus,genderand/orgenderidentityorexpression,militarystatus,veteranstatus,citizenshiporimmigrationstatus,heightandweight,familialstatus,maritalstatus,orunemploymentstatus,aswellasanyotherlegallyprotectedbasis.HFManagementServices,LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregardtoanypositionforwhichtheemployeeorapplicantisotherwisequalified.IfyouhaveadisabilityundertheAmericanswithDisabilityActorasimilarlawandwantareasonableaccommodationtoassistwithyourjobsearchorapplicationforemployment,[e-mail]212-519-1798 .Inyouremailpleaseincludeadescriptionoftheaccommodationyouarerequestingandadescriptionofthepositionforwhi ...

Know Your Rights

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

About Healthfirst

Healthfirst is New York’s largest not-for-profit health insurer offering it’s nearly 1.7 million members access to high-quality, affordable healthcare. As part of the community for nearly 30 years, Healthfirst’s unique advantage is rooted in its belief that good health doesn’t start in a doctor’s office. The company’s mission is to put its members first by working closely with care providers and community leaders to address broader issues that can impact health and well-being. This value-based care model is the foundation of the company’s sustained growth in one of the most dynamic markets in the country. So, if you are passionate about what you do and want to work for a company that is focused on the future and dedicated to making a difference in people’s lives, then Healthfirst is for you.