Jobs
>
New York City

    Field Service Agent - New York, United States - Healthfirst

    Healthfirst
    Healthfirst New York, United States

    2 weeks ago

    Default job background
    Description
    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.


    A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.


    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.
  • Tech Connected

    Guest Service Agent

    2 days ago

    Tech Connected New York, United States

    **Job Location**: New York City · **Position**: Guest Service Agent · **About the Role**: · We're seeking a motivated individual to join our team as a Guest Service Agent. As a Guest Service Agent, you will be the first point of contact for guests, providing exceptional service a ...

  • dnata

    Ramp Agent/ground Service Agents

    2 days ago

    dnata Newark, United States

    Overview: · **dnata is hiring Full time Ground Service Agents at EWR Airport** · **Free single Health Insurance Coverage** · **Hourly rate $19.25** · **Must be available to work various shifts/weekends/holidays** · **Valid driver license is required** · ** Weekly pay, 401K, paid ...

  • Distrikt Hotel NYC

    Guest Service Agent

    1 week ago

    Distrikt Hotel NYC New York, United States

    **Summary: Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests, making and modifyin ...

  • Hyatt Herald Square NYC

    Guest Service Agent

    1 week ago

    Hyatt Herald Square NYC New York, United States

    We are seeking an individual to fill the position of Guest Service Agent at the Hyatt Herald Square Hotel NYC. As a Guest Service Agent, you will be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver ou ...

  • NEW YORK ATHLETIC CLUB

    Guest Service Agent

    4 days ago

    NEW YORK ATHLETIC CLUB New York, United States

    The best guest service agents will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise. · **Guest Service Agent Responsibilities**: · - Greeting guests upon arrival and making them feel welcomed. · - Administering check-ins ...

  • Hampton/Home2

    Guest Services Agent

    2 days ago

    Hampton/Home2 New York, United States

    City, State: · New York, New York · Hourly Rate of Pay $28.76 · The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. · ESSENTIAL DUTIES AND RESPONSIBILITI ...

  • Mondrian Park Avenue

    Guest Service Agent

    1 week ago

    Mondrian Park Avenue New York, United States

    Overview: · **Opportunity: Guest Service Agent** · Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. · **Compensation**: $25/hr · **Your Growth Path** · Front Desk Supervisor - Front Office Manager · **HHM ...

  • Mondrian Park Avenue

    Guest Service Agent

    1 week ago

    Mondrian Park Avenue New York, United States

    **Overview**: · **Opportunity: Guest Service Agent** · Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. · **Compensation**: $25/hr · **Your Growth Path** · Front Desk Supervisor - Front Office Manager · * ...

  • Soul Dental

    Customer Service Agent

    23 minutes ago

    Soul Dental Manhattan, United States

    $16 - $18 hourly · **Responsibilities**: · - Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries · - Handle complaints, present appropriate solutions, and alternatives within the timefr ...

  • PROSPECT AIRPORT SERVICES

    Passenger Service Agent

    21 hours ago

    PROSPECT AIRPORT SERVICES Newark, United States

    Passenger service assistants provide a variety of services: · - Wheelchair Assistance · - Skycap Services · - Unaccompanied Minors Escort Service · - Electric Cart Drivers · **Job Types**: Full-time, Part-time · Pay: From $19.00 per hour · **Benefits**: · - Dental insurance · - H ...

  • Park Lane

    Temporary Guest Service Agent

    21 hours ago

    Park Lane New York, United States

    Compensation Type: Hourly Highgate Hotels: · **Location**: · Park Lane New York, situated on Billionaires' Row - home to the world's most coveted addresses on · Central Park South - has been completely reimagined as a departure from its neighbors and serves as a · unique and incl ...

  • Marriott International, Inc

    At Your Service Agent

    21 hours ago

    Marriott International, Inc Jersey City, United States

    **Additional Information** Evening shifts, Pay: $24.60/hour · **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** The Westin Jersey City Newport, 479 Washington Blvd, Jersey City, New Jersey, United States VIEW ON MAP · **Schedule** Full-Time · **L ...

  • Aicom Industries

    Hospitality Technology Services Sales Agent

    2 days ago

    Aicom Industries New York, United States

    Hello, our company offers all telecommunication and other technology solutions services to all commercial clients, but primarily Lodging & Institution businesses, hotels, hospitals, college dorms etc. Commissions pay very well and we have leads to offer. Terms on details are open ...

  • Hilton Garden Inn

    Guest Service Agent

    2 days ago

    Hilton Garden Inn Long Island City, United States Part time

    City, State: · Long Island City, New York · Hourly Rate of Pay: $21.00 per hour · The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. · ESSENTIAL DUTIES ...

  • Courtyard

    Guest Service Agent/night Auditor Relief

    2 days ago

    Courtyard New York, United States

    City, State: · New York, New York · Hourly Rate of Pay: · Guest Service Agent at $21.00 per hour · Night Auditor Relief at $22.00 per hour · The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficientl ...

  • Holiday Inn Express JC

    Front Desk Guest Service Agent

    1 week ago

    Holiday Inn Express JC Jersey City, United States

    **Benefits**: · - Flexible schedule · - Free uniforms · - Health insurance · - Opportunity for advancement · - Paid time off · - Training & development · **Front Desk Agent** · First impressions count. To get our guests' memorable experiences off to an unforgettable start, we're ...

  • Hampton Inn LaGuardia

    Hotel Customer Service Agent

    2 days ago

    Hampton Inn LaGuardia East Elmhurst, United States

    Join a team of hospitality professionals that focus on taking care of each other and our guests. Want to be recognized as an individual, want to join a team that is always willing to lend a hand, then working at The LaGuardia Hampton Inn Hotel may be for you. · **Summary** · The ...

  • Comfort Inn Brooklyn

    Guest Service Agent/ Night Audit Relief

    21 hours ago

    Comfort Inn Brooklyn Brooklyn, United States

    **Guest Service Agent · - Night Auditor** · **SUMMARY**: · To assist guests efficiently, courteously, and professionally in all Guest Service related functions and to maintain high standards of service and hospitality. · **RESPONSIBILITIES**: · - Provide the highest quality of se ...

  • Hilton

    Agent - Guest Service

    22 minutes ago

    Hilton Elizabeth, United States

    A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. · **What will I be doing?** · As a Guest Services Agent, you would be ...

  • Hilton

    Agent - Guest Service

    23 minutes ago

    Hilton Elizabeth, United States

    Agent - Guest Service · A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. · **What will I be doing?** · As a Guest Servi ...