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Commercial Services - Call Center Representative

Expired Job

Healthfirst New York , NY 10007

Posted 2 months ago

The Commercial Service Representative (CSR) reports to the Commercial Business Service Center Manager and fields phone and written inquiries from Members, Small Group and Brokers. The CSR also works with the Service Center Manager and Service Center Liaisons to address service projects as required (e.g., claim, billing, membership, premium reconciliation). This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.

  • Provide high quality on-line and telephone assistance to all Customers - Members, Small Groups and Brokers; and Providers as required (e.g., Claim audits)

  • 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 business:

  • Member questions and issues regarding eligibility, benefits claims, process and product questions and various other Member support functions.

  • Small Group questions and issues regarding group credentialing, member rosters and eligibility, premium bills, premium payments and reconciliation and service related project.

  • Broker questions and issues regarding Broker commissions, group credentialing, member rosters and eligibility, premium bills, payments and service related project

  • Make recommendations to management concerning problems, problem trends and process improvement.

  • Maintain an open exchange of information with internal and external customers.

  • Attend meetings as the business requires.

  • Work a flexible schedule, nights, weekends, holidays, and/or overtime with limited notice.

  • Build sustainable relationships of trust through open and interactive communication with internal customers.

  • Required to multi-task, prioritize, and manage time effectively.

  • Provide support and shadowing to new staff.

  • Work with Quality Assurance team to understand, track and trend quality performance issues.

  • Additional duties as assigned by the management team.

Minimum Qualifications:

  • Experience providing quality service across a broad range of business topics.

  • Telephonic customer service experience including handling of escalated calls.

  • Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook.

  • High school diploma or GED from an accredited institution.

Preferred Qualifications:

  • Conflict resolution experience.

  • Experience handling complex situations and/or projects.

  • Experience in coaching and development of staff.

  • Healthcare industry experience.

  • Associates degree from an accredited institution.

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 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.

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Commercial Services - Call Center Representative

Expired Job