Customer Success Advocate

1 month ago

New York, New York, United States NYC Health Hospitals Full time
Job Title: Customer Success Specialist

MetroPlusHealth, a subsidiary of NYC Health + Hospitals, is seeking a highly skilled Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a critical role in supporting our members and stakeholders across the customer journey.

Key Responsibilities:
  • Provide exceptional customer experience through inbound and outbound outreach, ensuring member retention and satisfaction.
  • Expertly navigate the NYSOH processes to quickly route members to the appropriate resolution and support.
  • Collaborate with internal and external stakeholders to introduce and implement processes that enhance the MetroPlusHealth experience.
  • Oversee all aspects of member retention, serving as a single point of contact for issues and concerns.
Job Description:Recertification/Renewal of Membership
  • Assist all lines of business (Medicaid/Medicare/MLTC/CHP/EP) in retaining current qualified members through strategic daily work schedules, including am and pm hours, field locations, and weekends.
  • Meet and exceed recertification targets set by the department by following appropriate processes.
  • Streamline the recertification process for members, making it easy and seamless.
  • Assist members with completion of recertification applications.
  • Partner with various parts of the organization to identify and resolve barriers to the member experience.
  • Maintain daily Outreach and Renewal goals to increase overall retention.
Enrollment and Retention Support
  • Assist members with completion of all enrollment activities, including changing lines of business, re-enrolling due to administrative issues, and premium payment.
  • Help members select primary care providers and locate providers and vendors within the plan's network.
  • Provide end-to-end customer support to drive customer satisfaction and improve the customer experience.
  • Interface with internal and external stakeholders to ensure complete resolution.
  • Communicate verbally and in writing with members for all necessary Member Retention activities.
Process Improvements
  • Develop solutions in response to member dissatisfaction, complaints, or issues to support ongoing organizational improvement efforts.
  • Support ad-hoc projects on process improvements.
  • Report common trends identified during member outreach.
  • Perform other duties as assigned.
Requirements:
  • Associate's Degree and minimum 1 year of experience in direct consumer contact, including customer engagement, customer services, sales, and community engagement; OR
  • High school degree and 3-5 years of experience in direct consumer contact, including customer engagement, customer services, sales, and community engagement;
  • Healthcare experience, especially Managed Care, is preferred but not required.
  • Bi-lingual is preferred.
Licensure and/or Certification Required:
  • The candidate must obtain Certified Application Counselor (CAC) certification within the first month of employment. MetroPlusHealth will facilitate the training and certification process.
Professional Competencies:
  • Functional/Technical skills
  • Highly organized with attention to detail
  • Integrity and trust
  • Customer Experience Focus
  • Emotional intelligence- listening skills to really be able to work with members
  • Written and Oral Communication skills
  • Conflict Resolution
  • Patience
  • Problem-solving skills

  • Customer Success Advocate

    4 weeks ago

    New York, New York, United States Bask Health Full time

    Job Title: Customer Success AdvocateBask Health is a rapidly growing telehealth platform that empowers entrepreneurs and businesses to launch DTC telemedicine companies quickly and easily. We're looking for a self-starter who is passionate about enhancing the customer experience and takes pride in demonstrating the value of our products and services.Key...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States Whop Full time

    About WhopWhop is revolutionizing the internet by creating a seamless platform for connection, consumption, creation, and commerce. Our mission is to empower creators and entrepreneurs to thrive in a single, inclusive ecosystem.The RoleWe're seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success team, you...

  • Customer Success Advocate

    4 weeks ago

    New York, New York, United States Whop Full time

    About WhopWhop is a pioneering platform that's redefining the internet experience. Our mission is to create a seamless, all-in-one environment where connection, consumption, creation, and commerce thrive. With a global community of users, Whop is empowering creators to earn a sustainable income through our platform.The RoleWe're seeking a highly skilled...

  • Customer Success Advocate

    4 weeks ago

    New York, New York, United States Kansas State University Full time

    About This RoleWe are seeking a highly motivated and detail-oriented Customer Success Advocate to join our team at Kansas State University's University Printing. As a key member of our team, you will play a critical role in ensuring customer satisfaction, managing incoming projects, and driving sales.Key ResponsibilitiesGreet customers with a professional...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States Circadia Health Full time

    Job Title: Customer SuccessCircadia Health is a medical technology company that has developed the world's first FDA-cleared completely contactless remote patient monitoring system.Our system is powered by cutting-edge technology and AI, allowing for the early detection of medical events such as Congestive Heart Failure, COPD Exacerbations, Pneumonia, Sepsis,...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States NoGigiddy Full time

    Customer Success RoleWe are seeking a Customer Success Specialist to ensure our customers achieve their desired outcomes while using our products and services. This entry-level remote role involves building and maintaining strong relationships with customers, understanding their needs and goals. The primary point of contact for our customers, you will...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States MetroPlusHealth Full time

    Job Title: Customer Success SpecialistJob Summary:MetroPlusHealth is seeking a highly motivated and organized Customer Success Specialist to join our team. The successful candidate will be responsible for supporting MetroPlusHealth members and other key stakeholders across the customer's journey.Key Responsibilities:Assist members with recertification and...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States NYC Health Hospitals Full time

    Job Title: Customer Success SpecialistAt NYC Health + Hospitals, we are committed to delivering high-quality healthcare services to our communities. We are seeking a highly organized and customer-focused individual to join our team as a Customer Success Specialist.Job Summary:The Customer Success Specialist will play a critical role in supporting MetroPlus...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States Metaview Full time

    About MetaviewMetaview is revolutionizing the hiring process with its AI-first platform, providing a richer ground-truth for hiring teams. Our mission is to turn hiring into a business-critical team sport, and we're making significant strides in achieving this goal.The RoleWe're seeking a highly skilled Customer Success professional to join our US team. As a...

  • Customer Success Advocate

    2 weeks ago

    New York, New York, United States Bask Health Full time

    Job DescriptionBask Health is a rapidly growing startup that empowers entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily. We're looking for a self-starter who is passionate about enhancing the customer experience and takes pride in demonstrating the value of our products and services to our customers.Key...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States LiveFlow Full time

    {"title": "Customer Success Associate", "description": "About LiveFlowWe're building LiveFlow to revolutionize the way businesses manage their finances. Our mission is to empower entrepreneurs and small business owners to take control of their financials, freeing them from manual work and enabling them to focus on growth.About the RoleWe're seeking a...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States MetroPlusHealth Full time

    Empowering New Yorkers through Exceptional CareMetroPlusHealth is dedicated to delivering high-quality healthcare services to residents of New York City. As a Customer Success Specialist, you will play a vital role in empowering our members to live their healthiest lives.Key Responsibilities:Support members and stakeholders across the customer journey,...

  • Customer Success Advocate

    4 weeks ago

    New York, New York, United States NYC Health Hospitals Full time

    Job SummaryMetroPlusHealth is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our organization, you will play a critical role in supporting our members and stakeholders across the customer journey.Key ResponsibilitiesProvide exceptional customer experience through timely and effective resolution of member inquiries...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States LiveFlow Full time

    About LiveFlowWe're building LiveFlow to revolutionize the way businesses manage their finances. Our mission is to empower entrepreneurs and small business owners to succeed by providing a seamless and intuitive financial management experience.The RoleWe're seeking a highly motivated and empathetic Customer Success Associate to join our team. As a pioneer in...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States MetroPlusHealth Full time

    Empowering New Yorkers through Exceptional CareMetroPlusHealth is dedicated to delivering high-quality healthcare services to residents of New York City. As a Customer Success Specialist, you will play a vital role in ensuring our members receive the best possible care and support.Key Responsibilities:Support members across their healthcare journey,...

  • Customer Success Advocate

    3 weeks ago

    New York, New York, United States Street Context Full time

    About the RoleAt Street Context, we're on a mission to build more efficient capital markets. As a key member of our team, you'll play a crucial role in helping our clients achieve their goals by providing exceptional customer success services.Key ResponsibilitiesUser Onboarding and Education: Assist clients in understanding our product offerings, ensuring...

  • Customer Advocate

    3 weeks ago

    New York, New York, United States CodeForce Full time

    Job Title: Customer AdvocateAbout CodeForce 360 CodeForce 360 is a company that has built a reputation for success since its inception. We are looking for a Customer Advocate to join our team and help us continue to deliver exceptional service to our customers.Position Overview As a Customer Advocate, you will serve as the liaison between our customers and...

  • Customer Success Manager

    2 weeks ago

    New York, New York, United States MicroStrategy Full time

    Mid-Market Customer Success ManagerAt MicroStrategy, we're at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. As a Mid-Market Customer Success Manager, you'll play a pivotal role in driving the adoption and optimization of our SaaS products, ensuring our customers achieve their business goals.Key...

  • Customer Success Manager

    4 weeks ago

    New York, New York, United States Kaltura Full time

    About KalturaKaltura is a global leader in the video market, empowering any video experience for any organization. Our mission is to make using video simpler and better people's lives through video.Job DescriptionWe are seeking a passionate customer advocate to partner with and ensure the long-term success of our customers in a defined Region. As a Customer...

  • Student Success Advocate

    4 weeks ago

    New York, New York, United States New York University Full time

    Student Success SpecialistAs a critical member of the New York University community, the Student Success Specialist will serve as an advocate and resource for students navigating campus resources and resolving issues. This role will practice data-driven outreach, proactive resource referral, and timely interventions to meet the needs of students,...