What are the responsibilities and job description for the HFHP Customer Care Associate Full-Time Hybrid position at Health First Design Studio?
All candidates can attend in-person training for up to 5 weeks.
POSITION SUMMARY
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 ACCOUNTABILITIES
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
o Ability to talk and type simultaneously and communicate effectively while multitasking
o Demonstrated effective verbal, written, and interpersonal communication skills
o Ability to navigate through multiple screens and computer applications
Page 2 of 2
o Proficiency with Microsoft Office Word, Outlook, and Excel
o 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:
o One (1) year health insurance customer service
o One (1) year experience in a call center environment
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.
