Join Our Dynamic Team as a 100% Remote Contact Center Agent - Customer Service Representative
At Healthfirst, we're driven by a purpose to provide quality healthcare services to our members. We're committed to making a positive impact in the lives of our customers and the community we serve. If you're passionate about delivering exceptional customer service and are looking for a flexible and rewarding career opportunity, we invite you to join our team as a 100% Remote Contact Center Agent - Customer Service Representative.
About Us and This Role
Healthfirst is a leading healthcare organization dedicated to providing comprehensive and innovative healthcare solutions. As a Contact Center Agent, you will be the frontline representative 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.
Key Responsibilities
- Interacting with providers and members via phone 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.
- Interacting with customers to provide information in response to inquiries about products and services.
- Performing research on billing inquiries and claims to provide payments and refunds.
- Acting as a liaison between various departments to address concerns.
- Identifying, researching, and resolving customer issues using our computer system.
- Following up on customer inquiries not immediately resolved.
- Researching member/provider billing and claims issues.
- Researching payment and refund issues.
- Handling and resolving customer complaints.
- Navigating through automated information systems to analyze the caller's situation.
- Performing in a fast-paced, changing environment.
- Communicating clearly and effectively with customers.
- Serving as a liaison between the customer and various departments.
- Completing other duties as assigned by the management team related to job functions.
- Working flexible schedules, including evenings, weekends, and holidays as needed.
- Demonstrating the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better.
Essential Qualifications
To be successful in this role, you will need:
- A 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 lookup systems while talking to customers.
- Work experience using a corporate email system.
- Experience navigating through system applications on a desktop computer or laptop.
- The ability to adapt to a fast pace and ever-changing environment.
- Flexibility to work evening and weekends due to business needs.
Preferred Qualifications
While not required, the following qualifications are highly preferred:
- The 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.
What We Offer
At Healthfirst, we're committed to the well-being of our employees. We offer a comprehensive benefits package that includes:
- Medical, Dental, and Vision coverage.
- Incentive and recognition programs.
- Life insurance.
- 401(k) contributions.
- A competitive salary commensurate with your location and experience.
- Overtime and quarterly bonuses averaging $1,100 every three months.
- Opportunities for career growth and professional development.
- A 6-week paid virtual training program to equip you with the skills and knowledge needed to succeed in this role.
Career Growth Opportunities
As a Contact Center Agent, you'll have opportunities to grow and develop your career within our organization. Potential career paths include roles in performance support, Senior Agent, people leader, business analytics, workforce effectiveness, and more.
Work Environment and Company Culture
We're a dynamic and inclusive team that values diversity and promotes a culture of excellence. As a 100% remote Contact Center Agent, you'll have the flexibility to work from the comfort of your home while being part of our team. We're committed to providing a supportive and engaging work environment that fosters growth and development.
Compensation and Benefits
Our compensation package is designed to be competitive and rewarding. The hiring range for this position is:
- Greater New York City Area (NY, NJ, CT residents): $39,208 - $52,000.
- All Other Locations (within approved locations): $34,091 - $49,920.
Your salary will be contingent upon your work experience, education, licenses, and certifications, and any other factors we deem pertinent to the hiring decision.
Why Join Us?
At Healthfirst, we're passionate about making a difference in the lives of our members. We're committed to providing a supportive and inclusive work environment that fosters growth and development. If you're looking for a rewarding career opportunity with a dynamic and purpose-driven organization, we invite you to join our team.
Don't Hesitate, Apply!
We value a great attitude and a willingness to learn above all. If you're excited about this opportunity and believe you have what it takes to succeed as a Contact Center Agent, we encourage you to submit your application today. Don't worry if you don't meet every single requirement - we're looking for talented individuals who are passionate about delivering exceptional customer service and making a positive impact.
Join our dynamic team and contribute to our mission of providing quality healthcare services. Apply now and take the first step towards a rewarding and fulfilling career with Healthfirst!
Apply Now