Job Description

The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.

Duties/Responsibilities:

• Provide high quality on-line and telephone assistance to all customers- Member, Small Groups, Commercial Brokers and Medicare Brokers
• Provide high quality handling of customer inquiries, via mail, e-mail and on-line inquiries and chat sessions
• Resolve inquiries and issues relating to all aspects of commercial member, employer and broker business:
• Member, Broker and Employer questions and issues regarding eligibility, benefits, claims process, Medicare and Commercial product questions and various other customer support functions
• Employer/Broker questions and issues regarding group credentialing, commissions, member rosters and eligibility, premium bills, premium payments and reconciliation and service related projects
• Make recommendations to management concerning problems, problem trends and process improvement
• Maintain an open exchange of information with internal and external customers
• Work with Quality Assurance team to understand, track and trend quality performance issues
• Additional duties as assigned

Minimum Qualifications:

• Experience providing quality service across a broad range of business topics
• Telephonic customer service experience including handling of escalated calls
• High school diploma or GED from an accredited institution

Preferred Qualifications:

• Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
• Conflict resolution experience
• Experience handling complex situations and/or projects
• Healthcare industry experience
• Associates Degree from an accredited institution

Compliance & Regulatory Responsibilities: N/A

License/Certification: N/A

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. 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 Disability 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@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.

Know Your Rights

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960
• All Other Locations (within approved locations): $42,200 - $62,400

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.