Job Description

NFP Health, a leader in the public & private health insurance exchange space, is looking for ambitious and passionate Customer Service professionals to join our team! As a member of our local NM team, you will be joining a new office in downtown Albuquerque as a critical part of our core team of Client Relationship Specialists.

Primary responsibilities will include answering and responding to incoming customer calls in a proficient and timely manner. The ideal candidate will be fast learning, motivated and dedicated to NFP Health’s start-up goals within the New Mexico Health Insurance Exchange space.

RESPONSIBILITIES:

• Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns
• Conduct outbound calls to clients as needed in support of business activities.
• Document all client and broker interactions in our CRM platform.
• Respond quickly and accurately to all customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate escalations when appropriate.
• Process customer payments over the phone, including explanation of the process and legal disclosures as needed.
• Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans. Provide assistance with the selection and administration of health insurance plans.
• Maintain a thorough and up-to-date understanding of all internal policies and procedures, as well as insurance carrier specific guidelines.
• Navigate a computerized data entry system and other relevant applications.
• Draft professional email and business communications for both internal and external audiences.
• Additional duties as assigned.

​QUALIFICATIONS:

• Proven administrative and customer service experience, call center experience preferred.
• Basic understanding of benefits plans and the health insurance industry, including familiarity with HIPAA regulations and knowledge of current health care landscape. Experience at major health insurance carrier is a plus.
• Familiarity with CRM systems and practices, experience with Salesforce is a plus.
• Excellent communication (both verbal and written) and problem-solving skills. Ability to maintain a calm demeanor and de-escalate customer conflict.
• Ability to effectively multitask and possess excellent attention to detail with exceptional follow-up skills.
• Proficient in Microsoft Office, including Word, Excel, and Outlook
• Bilingual in English/Spanish is a plus.

NFP Health is an inclusive Equal Employment Opportunity employer.