Customer Relationship Liaison

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:

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

• Ability to talk and type simultaneously and communicate effectively while multitasking.
• Demonstrated effective verbal, written, and interpersonal communication skills.
• Ability to navigate through multiple screens and computer applications.
• Proficiency with Microsoft Office Word, Outlook, and Excel.
• 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: One (1) year health insurance customer service 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.

About Health First:

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.