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Customer Service Specialist

NFP Health Albuquerque, NM

  • Expired: June 23, 2021. Applications are no longer accepted.


NFP Health, a leader in the public & private health insurance exchange space, is expanding into the Albuquerque area in August 2021 and we're looking for ambitious and passionate Customer Service professionals to join our newest 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 Healths start-up goals within the New Mexico Health Insurance Exchange space. This position will start onMonday, August 2nd.

Essential Duties & 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.

Skills & Qualifications

  • Proven administrative and customer service experience,call center experience preferred.
  • 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.
  • Bachelors degree in related field is a plus.
  • Bilingual in Spanish a plus.

NFP is an inclusive Equal Employment Opportunity employer.

NFP Health


Albuquerque, NM
87122 USA



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