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Service Center Agent: Broker and Employer Service

Job Category: Customer Service

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Location: New York, NY, United States

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Job Description

Description

The Service Center Agent fields phone and written inquiries from Members, Medicare Brokers, Commercial Brokers and Employers. The Service Center Agent also works with the Service Center Liaisons to address service projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers..

Duties/Responsibilities:

  • Provide high quality on-line and telephone assistance to all customers- Member, Small Groups, Commercial Brokers and Medicare Brokers
  • Provide high quality handling of customer inquiries, via mail, e-mail and on-line inquiries and chat sessions
  • Resolve inquiries and issues relating to all aspects of commercial member, employer and broker business:
    • Member, Broker and Employer questions and issues regarding eligibility, benefits, claims process, Medicare and Commercial product questions and various other customer support functions
    • Employer/Broker questions and issues regarding group credentialing, commissions, member rosters and eligibility, premium bills, premium payments and reconciliation and service related projects
  • Make recommendations to management concerning problems, problem trends and process improvement
  • Maintain an open exchange of information with internal and external customers
  • Work with Quality Assurance team to understand, track and trend quality performance issues
  • Additional duties as assigned

Minimum Qualifications:

  • Experience providing quality service across a broad range of business topics
  • Telephonic customer service experience including handling of escalated calls
  • High school diploma or GED from an accredited institution

Preferred Qualifications:

  • Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
  • Conflict resolution experience
  • Experience handling complex situations and/or projects
  • Healthcare industry experience
  • Associates Degree from an accredited institution

Compliance & Regulatory Responsibilities: N/A

License/Certification: N/A

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status 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 [email protected] 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

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