CCO Service Agent – Bilingual - Remote

This position is 100% remote. Healthfirst has multiple openings for CCO Agents for different languages to support our members. We are seeking agents that have Russian or Mandarin/Cantonese or Spanish skills that are bilingual.

The Service Agent supports Contact Center Operations by ensuring members and providers receive an exceptional customer experience. The role involves addressing inquiries, resolving complaints, educating clients, retaining members, preventing dis-enrolments, and escalating issues across all Lines of Business within a traditional and/or Omni-channel contact center environment.

• Provide excellent quality customer service to members and/or providers for all aspects of member/provider questions and issues such as eligibility, benefits, claims process, escalations, and product questions.
• Handle inbound/outbound calls, emails, chats, and remote/virtual interactions on behalf of CCO.
• Meet or exceed all performance KPIs including quality, productivity, and dependability.
• Follow established policies and procedures to address member and provider issues timely and accurately.
• Identify and de‑escalate upset members/providers and provide resolution for their issues.
• Initiate investigations as required, partnering with other parties to participate in root cause analysis and take proactive or corrective actions to improve processes.
• Comply with HIPAA requirements and maintain Protected Health Information confidentiality.
• Build sustainable relationships of trust through open and interactive communication with internal and external customers.
• Work a flexible schedule including late shift, weekends, holidays, and as needed during unforeseen business disruptions.
• Perform additional duties as required.

• High School Diploma or GED from an accredited institution.
• Prior experience in a customer service environment.
• Experience participating in cross‑functional projects and departmental initiatives related to customer/client interaction.
• Experience working in a fast‑paced environment.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Preferred:
  Associate’s or Bachelor’s Degree or equivalent work experience.
• Proven track record of exercising independent thinking, problem solving, and achieving goals.
• Knowledge of traditional and/or Omni‑channel contact center operations in the healthcare industry, including KPIs, CMS/NYSOH requirements, and call center metrics.
• Experience navigating multiple technologies, including a Customer Relationship Management System.
• Basic knowledge of operational health plan departments and functionality.
• Working knowledge of Microsoft Office PowerPoint.
• Excellent verbal and written communication skills with the ability to document grammatically correct emails, communications, and presentations.
• Basic understanding of call center metrics such as Average Handle Time and Quality.

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HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis.

HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified. If you have a disability under the Americans with Disabilities 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 careers or calling 212‑519‑1798, including a description of the accommodation you are requesting and the position you are applying for.