100% Remote Contact Center Agent

2 weeks ago

New York, United States HealthFirst Full time

Looking for English, Russian, Mandarin, Cantonese, and Spanish Speakers

The salary for this position is competitive and will be commensurate with your location. Prior experience in a contact center, healthcare, and/or bilingual language proficiency may warrant higher rates. Additionally, you will be eligible for overtime and quarterly bonuses averaging $ 1, 100 every three months. Service Agents may have career growth a s opportunities become available in p erformance s u pport, S enior Agent roles, people leader roles, business analytics, workforce effectiveness and other areas. H ealthfirst is committed to the well-being of its employees, offering an outstanding benefits package that includes Medical, Dental, Vision, Basic Life & Accident Insurance, Flexible Reimbursement Accounts, Employee Assistance Plan, Healthfirst 401(k) plan, and much more.

Should you join us, you will unde rgo a 6-week paid virtual training program, which is classroom-based and sche duled between 9:30 am to 5:30 pm EST, Monday through Friday, depending on the required shift. Post-training, your work schedule will require availability for any shift between 8 am to 8 pm EST, including weekends and holidays as needed, to meet our business demands.

T han k you for considering a career with Healthfirst. We look forward to the possibility of you joining our team and contributing to our mission of providing quality healthcare services.

**Duties and Responsibilities Include**:
Interacting by phone with providers and members to provide information in response to inquiries, concerns, and questions about insurance coverage and products Healthfirst offers.

Transferring calls from members and providers to the appropriate department.

Following-up on inquiries and complaints that have not been resolved.

Interacts with customers to provide information in response to inquiries about products and services.

Perform research on billing inquires and claims to provide payments and refunds.

Acts as a liaison between various departments to address concerns.

Identify, research, and resolve customer issues using the computer system.

Follow-up on customer inquiries not immediately resolved.

Research member/provider billing and claims issues.

Research payment and refund issues.

Handle and resolve customer's complaints.

Ability to navigate through automated information systems to analyze the caller’s situation.

Ability to perform in a fast paced, changing environment

Speaks in a way the customer can understand.

Serves as liaison between the customer and various departments.

Other duties as assigned by the management team related to job functions ( sort incoming faxes, correspondence, fax transportation forms, etc.)

May be required to work some overtime as the business requires.

Demonstrates the ability to perform in a highly metric driven environment, maintaining minimum quality scores or better.

**Minimum Qualifications**:
High School Diploma or GED.

Work experience in a face to face or call center environment.

Experience multitasking between programs and completing required data entry of client demographics or client look up systems while talking to Healthfirst customers.

Adapt to a fast pace and ever changing environment.

Flexibility to work evening and weekends due to business needs.

**Preferred Qualifications**:
HIGHLY Preferred - Ability to proficiently read, write and speak English and either: Russian, Mandarin, Cantonese, or Spanish

Healthcare industry work experience.

Call Center experience in a metrics driven environment.

Previous healthcare work experience interacting with members and/or providers.

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.

EEO Law Poster and Supplement

**Hiring Range**:
**Greater New York City Area (NY, NJ, CT residents)**: $39,208 - $52,000

**All Other Locations (within approved locations)**: $34,091 - $49,920
- 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 this role.

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