About this role
Job Requirements
POSITION SUMMARY
Demonstrate deep and broad knowledge of Health First and Health First Health Plans (HFHP), its array of services, and resources, to model our Value Promise and provide memorable customer experience, superior quality, and uncompromised safety by acting as a customer engagement ambassador during customer outreach while focusing on achieving department performance metrics. Be helpful, knowledgeable, and equipped to understand, anticipate, and address the needs of our customers. Communicate effectively, remove customer friction, and ensure a consistent and high-quality customer-centric experience.
PRIMARY ACCOUNTABILITIES
- Ensure quality customer experience by servicing the customer through positive interaction, accurate delivery of information, and delivering an exceptional experience for HFHP customers.
- Build customer loyalty and trust by being a solution-minded advocate who educates, empowers, and supports our customers throughout their HFHP wellness journey.
- Apply knowledge and sound communication skills to identify, investigate and independently resolve customer concerns about HFHP and escalate these as appropriate.
- Participate in HFHP outreach efforts to support customer understanding and participation in their wellness journey.
- Proactively solicit feedback and promptly respond to customer needs to continually improve customer experience by elevating concerns that affect customers or the Health Plans’ ability to serve them.
- Contribute towards meeting departmental performance goals (i.e., outbound calls per hour, quality, and success rates defined by campaign)
Work Experience
MINIMUM QUALIFICATIONS
- Education: High School education
- Licensure: No additional required
- Certification: No additional required
- Work Experience: Three years of experience in a call center or customer-facing role with demonstrated results in superior customer service or sales.
- Skills/ Knowledge/Abilities:
- Superior customer service telephone, face-to-face, and written skills, including the ability to actively listen, probe, and persuade
- Ability to think critically and swiftly to define issues, identify risks and propose outcomes
- Good organization, prioritization, and time management skills
- Consistently handle multiple tasks, often within limited time frames, including assisting with outbound calls, emails and inquiry research as business needs require
- Work in a team environment illustrating cooperation and respect
- Demonstrate initiative to learn, know and provide pertinent information to resolve customer inquiries or needs
- Solid follow through to bring closure to unknown or unique inquiries or needs
PREFERRED QUALIFICATIONS
- Education: Bachelor’s degree in Business, Health Care Administration, or related field from an accredited college or university
- Licensure: Florida life and health insurance license
- Certification: No additional required
- Work Experience:
- One year of experience with Health First Health Plans
- One year of experience as outbound call agent
- One year of health insurance/medical related experience
- Skills/Knowledge/Abilities: No additional required
PHYSICAL REQUIREMENTS
- Majority of time involves sitting or standing; occasional walking, bending, stooping.
- Long periods of computer time or at workstation.
- 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
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.
Schedule : Full-Time
Shift Times : Variable
Paygrade : PG-30