Healthfirst

The Contact Center Operations (CCO) Senior Service Agent ensures members and/or providers receive an exceptional customer experience by providing technical and subject matter expertise in support of an assigned team, within our traditional and/or Omni-channel contact center. The Senior Service Agent utilizes actionable data to assist and improve team members performance results by offering guidance, answering questions, and handling escalated calls while maintaining the Healthfirst culture and driving improvement to ensure the best possible customer experience, for our North Star Members and the Providers who service them.

Duties and Responsibilities

·       Provides high quality assistance to the team via phone, chat, video call, email, in person, and/or other communication channels related to servicing our members and/or providers. May include but is not limited to inbound/outbound calls/emails/chats, onsite/remote/virtual/field location, onshore/offshore, on behalf of CCO.

·       Responsible for meeting assigned departmental productivity, quality, dependability standards, and assist and resolve complex member/provider inquires and escalations.

·       Identifies potential quality and performance issues and takes proactive approach to recommend solutions and methods for process improvement.

·       Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information.  Ensures adherence to local, state, federal and Healthfirst specific compliance and regulatory guidelines.

·       Assists Team Leads with general departmental/corporate communication(s) to team members

·       Responsible for assisting with new hire training/cross training/refresher training as needed

·       Provides status reports to Team Lead on assigned activities

·       Builds sustainable relationships of trust through open and interactive communication with internal and external customers.

·       Works a flexible schedule including a late shift, weekends, and/or holidays (with limited notice at times), and as needed during unforeseen business disruptions.

·       Additional duties as required.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960

• All Other Locations (within approved locations): $42,200 - $62,400

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.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.