HFHP Customer Care Associate- Customer Service

Job Requirements

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

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

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, stooping.
• Extended periods of computer time or at workstation and navigating multiple screens and

applications.

• 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, on-site or remote.
• 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

Paygrade : 26

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