As the Contact Center Service Agent, you will be the frontline of our operations, ensuring member satisfaction through effective communication, problem resolution, and client education. This role is pivotal in providing top-notch assistance to our members and providers, addressing a wide range of inquiries related to insurance, applications, and claims across various product lines such as Medicare and Medicaid. Your role will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention.
Excitingly, this position is eligible for remote work. This means you have the flexibility to work from the comfort of your home while being part of our dynamic team. We are looking for candidates from any of the following states NY, NJ, CT, MA, NV, VA, FL, AL, TX, GA, NC, CO, MN, PA, WY, LA, NM, ND, WA, IN, NH, MD, TN, SC, KS, IA, ME, WV, AZ, SD, MS, OK, UT, MO, and NB.
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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 as opportunities become available in performance support, Senior Agent roles, people leader roles, business analytics, workforce effectiveness and other areas. Healthfirst 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 undergo a 6-week paid virtual training program, which is classroom-based and scheduled 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.
We are currently inviting applications for our upcoming 2024 Summer Contact Center Agent Class.
Before we proceed further, we would like you to apply to the job and complete the Contact Center Pre-Hire Assessment. This assessment is designed to give us a better understanding of your customer service skillsets and is not a pass/fail evaluation. You can complete the 45-minute assessment at your earliest convenience by following this link: https://my.harver.com/app/landing/63ea4ec7d45777001222103c
Thank 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.
- May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change.
- 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.
- Work experience using a corporate email system.
- Experience navigating through system applications on a desktop computer or laptop.
- 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, Hindi, Bengali, Urdu, Korean 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.
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 careers@Healthfirst.org or calling 212-519-1798 . 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 "@healthfirst.org" 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 @healthfirst.org, 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.
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
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
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.