Customer Engagement Associate

Health Care Partners, IPA and Health Care Partners, MSO together comprise our health care delivery system providing enhanced quality care to our members, providers and health plan partners. Active since 1996, Health Care Partners (HCP) is the largest physician-owned and led IPA in the Northeast, serving the five boroughs and Long Island. Our network includes over 6,000 primary care physicians and specialists delivering services to our 125,000 members enrolled in Commercial, Medicare and Medicaid products.

Our MSO employs 200+ skilled professionals dedicated to ensuring members have access to the highest quality of care while efficiently utilizing healthcare resources.

HCP’s vision is to be recognized by members, providers and payers as the organization that delivers unsurpassed excellence in healthcare to the people of New York and their communities. We pride ourselves on selecting the most qualified candidates who reflect HCP’s mission of serving our members by facilitating the delivery of quality care. Interested in joining our successful Garden City Team?

Customer Engagement Associates utilize their expertise in company protocols, services, and policies to address customer inquiries and deliver exceptional, customer-focused service. Through active listening, effective problem-solving, and a commitment to excellence, they provide first-call resolution whenever possible.

As the internal-facing customer service liaison for HCP, the Customer Engagement Associate ensures all communications align with HCP’s corporate messaging and branding by working in close partnership with the Pharmacy, Risk Adjustment, Utilization Management, Quality, Network Relations, and other internal teams.

This role is instrumental in bridging internal quality initiatives with external provider and member engagement, ultimately contributing to improved performance metrics and member health outcomes.

• Provide customer-focused first call resolution whenever possible utilizing HCP’s reference resources, computer systems and other relevant protocols.
• Provide solutions to providers that help remove administrative burden and help providers deliver great healthcare.
• Educate providers on HCP’s self-service tools to help providers improve practice efficiency.
• Customer Service Associates demonstrate active listening, and a customer-centric mindset during all customer interactions, ensuring concerns are addressed professionally, efficiently, and timely.
• Access on-line member and provider information through EZ CAP.
• Document all customer contacts and actions in the EZ CAP Customer Service Incident module.
• Collaborate with other departments to resolve issues and ensure efficient workflow is maintained.
• Escalate customer concerns in a timely manner when necessary
• Maintain a quality score of 95% or higher, as determined through random call audits evaluating documentation accuracy and compliance with established protocols.
• Customer Service Associates are responsible for successfully meeting all performance expectations.
• Perform additional duties as assigned by management.

• Strong attention to detail, with the ability to plan, execute, and follow up on tasks accurately and efficiently.
• Excellent verbal and written communication skills, including experience engaging with medical providers in a professional manner.
• Proven ability to multitask, prioritize responsibilities, and work independently in a fast-paced environment.

• High School Diploma or GED
• Some college or higher preferred

• Minimum 2 years’ experience as a Customer Service Associate in a managed care setting.
• Experience working in a professional, corporate office…