Customer Success Advocate

1 week 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

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