Spanish-Speaking Field Service Agent

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

Job summary

Healthfirst is seeking a Field Service Agent to serve as an in-person liaison with members and providers in New York. You will handle inquiries, de-escalate issues, educate clients, and support retention across all LOBs in a face-to-face and omni‑channel contact center setting.

Based at the Community Office in Sunset Park, you will collaborate with internal teams, ensure HIPAA confidentiality, and contribute to a smooth member experience while meeting performance targets and regulatory

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).
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook).
• Strong written and verbal communication 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.

Skills

Customer service

Conflict resolution

Active listening

Multitasking

Empathy

Effective communication

Education

High school diploma

Associate degree

Tools

Microsoft Office Suite

Job description

Healthfirst is seeking a Field Service Agent to serve as an in-person liaison with members and providers in New York. You will handle inquiries, de-escalate issues, educate clients, and support retention across all LOBs in a face-to-face and omni‑channel contact center setting.

Based at the Community Office in Sunset Park, you will collaborate with internal teams, ensure HIPAA confidentiality, and contribute to a smooth member experience while meeting performance targets and regulatory