Field Service Agent – Bilingual English/Spanish
Healthfirst
full-time
Posted on:
Location Type: Office
Location: Queens • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $47,403 - $64,338 per year
Job Level
Mid-LevelSenior
About the role
- 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 Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines
- Assist periodically with weekend responsibilities at Healthfirst Community Offices (CO) or other events
- Initiate investigations, partner with other assigned parties to participate in root cause analysis, communicate complex information, take proactive and/or corrective measures and/or recommend solutions and methods for process improvement and follow-up on outstanding customer inquiries and complaints within defined timeframes
- Assist with Contact Center Operations (CCO) outbound campaigns on high volume days, while meeting deliverables associated with individual and team accountabilities
Requirements
- 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
- 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
- English proficient bilingual who also speaks Spanish.
- Ability to exercise independent thinking, problem solving and achieving goals
Benefits
- medical, dental and vision coverage
- incentive and recognition programs
- life insurance
- 401k contributions
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceconflict resolutionactive listeningproblem solvingprocess improvement
Soft skills
empathycommunicationindependent thinkingrelationship buildingtime management
Certifications
High School DiplomaGED