CCO Service Agent, Bilingual

Healthfirst

Bilingual Service Agent responsible for providing customer support in a remote capacity. Engaging with members and providers to resolve inquiries and ensuring a high-quality customer experience.

Posted 5/13/2026full-timeRemote • Florida, New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $40,200 - $54,570 per yearWebsite

About the role

Key responsibilities & impact

The Service Agent is responsible for supporting Contact Center Operations (CCO) by ensuring members and/or providers receive an exceptional customer experience.
This individual receives and addresses member & provider inquiries, resolves complaints, educates clients, retains members, helps to prevent dis-enrollments, and escalates issues requiring additional intervention across all Lines of Business (LOBs).
Provides excellent quality customer service to our members and/or providers relating to all aspects of member/provider questions and issues.
May include but is not limited to inbound/outbound calls/emails/chats, onsite/remote/virtual/field location, on behalf of CCO.
Meets/Exceeds all performance KPIs including but not limited to quality, productivity, and dependability.
Follows established policies and procedures to ensure member and provider issues are addressed timely and accurately.
Identifies and de-escalate situations where member/provider is upset and provides resolution for their issue.
Initiates investigations as required, partnering with other assigned parties to participate in root cause analysis.
Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality.
Builds sustainable relationships of trust through open and interactive communication with internal and external customers.
Works a flexible schedule including a late shift, weekends, and/or holidays (with limited notice at times), and as needed during unforeseen business disruptions.
Additional duties as required.

Requirements

What you’ll need

High School Diploma or GED from an accredited institution
Prior experience in a customer service environment
Experience participating in cross-functional projects and departmental initiatives related to customer/client interaction and customer service.
Working experience in a fast-paced environment.
Proficient in Microsoft Office Suite applications including Excel, Word, and Outlook.
Associate’s or Bachelor’s Degree from an accredited institution or equivalent work experience (preferred)
Proven track record of exercising independent thinking, problem solving and achieving goals. (preferred)
Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry. (preferred)
Experience navigating multiple technologies including a Customer Relationship Management System.
Basic knowledge of operational health plan departments and functionality. (preferred)
Working knowledge of Microsoft Office Power Point. (preferred)
Excellent verbal and written communication and the ability to document grammatically correct emails, communications, and presentations. (preferred)
Basic understanding of call center metrics including Average Handle Time (AHT), Quality, etc. (preferred)

Benefits

Comp & perks

medical, dental and vision coverage
incentive and recognition programs
life insurance
401k contributions

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceproblem solvingindependent thinkingcall center metricsAverage Handle Time (AHT)Microsoft Office SuiteExcelWordOutlookPowerPoint

Soft Skills

communicationrelationship buildingde-escalationflexibilityteam collaborationcustomer experiencecomplaint resolutioneducating clientsretentioninvestigation

Certifications

High School DiplomaGEDAssociate’s DegreeBachelor’s Degree