Field Services Agent

3 weeks ago

NY US Healthfirst Full time

The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. This individual receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a face-to-face, telephonic, and/or Omni-channel contact center environment. The Field Service Agent maintains the Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Encounter Resolution and Customer Experience measures for our "North Star" Members and the Providers who service them.

Duties/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
  • 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
  • Additional duties as assigned

Minimum 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)
  • 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

Preferred Qualifications:

  • Associate Degree from an accredited institution or equivalent work experience
  • Ability to exercise independent thinking, problem solving and achieving goals
  • English proficient bilingual who also speaks Spanish, Russian, Mandarin/Cantonese, Haitian Creole, Korean, Bengali, Punjabi, Hindi, or Urdu
  • Basic knowledge of operational health plan departments and functionality
  • Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general
  • Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs)

Compliance & Regulatory Responsibilities: See Above

License/Certification: N/A

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to or calling . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid "" 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 , 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.

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