Green Card Service Agent Jobs
Service Agent jobs with green card sponsorship follow the EB-2 or EB-3 employment-based path, requiring PERM labor certification before your employer files an I-140 petition. Priority-date backlogs vary by country of birth, so starting the process early with the right employer matters for permanent residency planning.
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Get Access To All JobsINTRODUCTION
The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. This individual receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a face-to-face, telephonic, and/or Omni-channel contact center environment. The Field Service Agent maintains the Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Encounter Resolution and Customer Experience measures for our “North Star” Members and the Providers who service them.
Duties/Responsibilities:
- Provide high-quality customer service to providers and members across all LOBs with a variety of questions and issues on topics such as eligibility, benefits, claims process, escalations, and products
- Manage face-to-face encounters by interacting with customers to provide information in response to inquiries about products and services, improve overall member experience, and reduce waiting time to expedite traffic flow
- Identify and de-escalate situations where member/provider is dissatisfied and provide a satisfactory resolution
- Build sustainable relationships of trust through open and interactive communication with internal and external customers
- Provide ad-hoc assistance to cross functional teams working on campaigns and case reviews to ensure standards are met
- Partner with other Healthfirst member-facing departments by participating in community events to engage and educate existing/prospective members
- Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines
- Assist periodically with weekend responsibilities at Healthfirst Community Offices (CO) or other events
- Initiate investigations, partner with other assigned parties to participate in root cause analysis, communicate complex information, take proactive and/or corrective measures and/or recommend solutions and methods for process improvement and follow-up on outstanding customer inquiries and complaints within defined timeframes
- Assist with Contact Center Operations (CCO) outbound campaigns on high volume days, while meeting deliverables associated with individual and team accountabilities
- Additional duties as assigned
MINIMUM QUALIFICATIONS
- High School Diploma or GED equivalent from an accredited institution
- Experience in a customer service environment
- Experience handling escalated issues, complex situations, and interactions requiring conflict resolution, active listening skills, and empathy
- Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
- Willing to accommodate flexible business needs (Ex: nights, weekends, holidays, alternate locations, and/or overtime with limited notice)
- Work experience with Microsoft Office Suite applications including Excel, Word, and Outlook
- Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills
PREFERRED QUALIFICATIONS
- Associate degree from an accredited institution or equivalent work experience
- Ability to exercise independent thinking, problem solving and achieving goals
- English proficient bilingual who also speaks fluent Spanish
- Basic knowledge of operational health plan departments and functionality
- Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general
- Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs)
COMPLIANCE & REGULATORY RESPONSIBILITIES: See Above
LICENSE/CERTIFICATION: N/A
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.
INTRODUCTION
The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. This individual receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a face-to-face, telephonic, and/or Omni-channel contact center environment. The Field Service Agent maintains the Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Encounter Resolution and Customer Experience measures for our “North Star” Members and the Providers who service them.
Duties/Responsibilities:
- Provide high-quality customer service to providers and members across all LOBs with a variety of questions and issues on topics such as eligibility, benefits, claims process, escalations, and products
- Manage face-to-face encounters by interacting with customers to provide information in response to inquiries about products and services, improve overall member experience, and reduce waiting time to expedite traffic flow
- Identify and de-escalate situations where member/provider is dissatisfied and provide a satisfactory resolution
- Build sustainable relationships of trust through open and interactive communication with internal and external customers
- Provide ad-hoc assistance to cross functional teams working on campaigns and case reviews to ensure standards are met
- Partner with other Healthfirst member-facing departments by participating in community events to engage and educate existing/prospective members
- Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information; adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines
- Assist periodically with weekend responsibilities at Healthfirst Community Offices (CO) or other events
- Initiate investigations, partner with other assigned parties to participate in root cause analysis, communicate complex information, take proactive and/or corrective measures and/or recommend solutions and methods for process improvement and follow-up on outstanding customer inquiries and complaints within defined timeframes
- Assist with Contact Center Operations (CCO) outbound campaigns on high volume days, while meeting deliverables associated with individual and team accountabilities
- Additional duties as assigned
MINIMUM QUALIFICATIONS
- High School Diploma or GED equivalent from an accredited institution
- Experience in a customer service environment
- Experience handling escalated issues, complex situations, and interactions requiring conflict resolution, active listening skills, and empathy
- Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
- Willing to accommodate flexible business needs (Ex: nights, weekends, holidays, alternate locations, and/or overtime with limited notice)
- Work experience with Microsoft Office Suite applications including Excel, Word, and Outlook
- Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills
PREFERRED QUALIFICATIONS
- Associate degree from an accredited institution or equivalent work experience
- Ability to exercise independent thinking, problem solving and achieving goals
- English proficient bilingual who also speaks fluent Spanish
- Basic knowledge of operational health plan departments and functionality
- Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general
- Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs)
COMPLIANCE & REGULATORY RESPONSIBILITIES: See Above
LICENSE/CERTIFICATION: N/A
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.
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Get Access To All JobsTips for Finding Green Card Sponsorship in Service Agent
Match your credentials to the right EB category
EB-3 skilled worker covers Service Agent roles requiring at least two years of relevant experience, while EB-2 applies if the position demands an advanced degree or equivalent. Confirm which category your offer letter supports before PERM begins.
Search verified green card sponsors on Migrate Mate
Use Migrate Mate to find employers with documented EB-2 and EB-3 sponsorship history for service-sector roles. Filtering by employers who have already run PERM for similar positions reduces the risk of a first-time sponsor who underestimates the recruitment and documentation burden.
Request a prevailing wage determination early
Your employer must submit a wage determination request to DOL before advertising the position. Use the OFLC Wage Search to look up the prevailing wage for your occupation and location yourself, so you can flag a mismatch before PERM filings begin.
Track your priority date against the Visa Bulletin
Once your I-140 is approved, your priority date determines when you can file for adjustment of status. Nationals from India and China can face significant backlogs. Check the monthly State Department Visa Bulletin to monitor your place in the queue.
Review the O*NET profile for your specific duties
PERM labor certification requires the job description to accurately reflect the actual duties performed. Cross-reference your role against the O*NET occupation profile for Service Agent to ensure the employer's job posting captures the specific tasks DOL will evaluate during recruitment.
Understand AC21 portability before you change employers
If your I-485 adjustment application has been pending 180 days or more and you receive a new offer in the same or similar occupation, AC21 portability lets you retain your priority date. Confirm the job classification match with your new employer's attorney before resigning.
Green Card Service Agent: Frequently Asked Questions
Can a Service Agent role qualify for EB-2 or EB-3 green card sponsorship?
Yes. EB-3 skilled worker is the more common path for Service Agent positions, covering roles that require at least two years of training or experience. EB-2 applies when the position genuinely requires an advanced degree or the employer can demonstrate an equivalent combination of a bachelor's degree and five years of progressive experience in the field.
How is green card sponsorship different from H-1B sponsorship for a Service Agent?
Green card sponsorship leads to lawful permanent residence, not a temporary status. The process starts with PERM labor certification filed with DOL, which includes a formal recruitment test and a prevailing wage determination. After PERM certification, your employer files an I-140 petition with USCIS. Unlike H-1B visa, there is no annual lottery, but per-country numerical limits can create priority-date backlogs for nationals of certain countries.
How long does the PERM labor certification process take for Service Agent roles?
DOL does not publish fixed processing timelines for PERM, and audit rates can extend the process significantly. The recruitment phase alone typically requires 30 to 60 days of active advertising before the employer can file. If DOL issues an audit or requires supplemental documentation, additional months may pass before the case is certified or denied.
Where can I find employers who actively sponsor green cards for Service Agent positions?
Migrate Mate lists employers with verified EB-2 and EB-3 sponsorship history, searchable by role and location. Focusing on employers who have already completed PERM for comparable positions is more efficient than approaching companies with no prior experience sponsoring service-sector roles through the employment-based green card process.
What happens to my green card case if I change employers mid-process?
It depends on where you are in the process. If your I-485 has been pending for at least 180 days and you receive an offer in the same or a similar occupation, AC21 portability lets you change employers without losing your place in the queue. If your I-140 was approved by your original employer, your priority date can carry over to a new employer's I-140 petition, but the new employer must file their own.