HFHP Customer Care Associate - Customer Service

Customer Care Associate

The Customer Care Associate applies knowledge learned in training and using sound communication skills, guides customers through telephone and in-person conversations to investigate and resolve inquiries regarding health benefits, claims, authorizations, prescriptions, providers, eligibility, enrollment, and any other plan-related questions. The Customer Care Associate will make each interaction effortless by creating forward-moving, solution-oriented conversations and providing complete and accurate solutions for an easy, enjoyable, and seamless customer experience.

Primary Responsibilities

1. Builds customer loyalty and trust by being a solution-minded advocate who educates, empowers, and supports our customers throughout their Health First wellness journey.
2. Guides customers through their inquiries to successful resolution by actively listening, creating two-way conversations, and utilizing critical thinking.
3. Recognizes the customer's initial inquiry and proactively identifies any underlying or unspoken needs by asking probing questions to guide the customer through any complex issues.
4. Offers each customer a personalized solution and time frame to meet their needs. Provides alternative options, adhering to applicable department policies, when a customer's preferred resolution is not available.
5. Assists with customer service walk-in members in a timely and efficient manner.
6. Proactively seeks assistance from help desk and other resources when a resolution is not obvious.
7. Effectively communicates concerns to leadership.

Work Experience

Minimum Qualifications

• Education: High School Diploma or equivalent.
• Work Experience: One (1) year of related work experience in a call center OR other direct customer support environment.
• Licensure: None
• Certification: None
• Knowledge/Skills/Abilities

1. Ability to talk and type simultaneously and communicate effectively while multitasking.
2. Demonstrated effective verbal, written, and interpersonal communication skills.
3. Ability to navigate through multiple screens and computer applications.
4. Proficiency with Microsoft Office Word, Outlook, and Excel.
5. Flexibility to adjust availability to align with the business needs of the department.

Preferred Qualifications

• Education: Bachelor's degree in business, Health Care Administration, or related field.
• Work Experience:

1. One (1) year health insurance customer service
2. One (1) year experience in a call center environment

Physical Requirements

• Majority of time involves sitting or standing; occasional walking, bending, stooping.
• Extended periods of computer time or at workstation and navigating multiple screens and applications.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.