Member Experience Specialist
1 week ago
Member Experience Consultant
Job Ref: 71875
Category: Member Services
Department: MHP CUSTOMER EXPERIENCE OPS
Location: New York, NY
Job Type: Regular
Employment Type: Full-Time
Hire In Rate: $50,000.00
Salary Range: $50,000 - $58,000.00
About MetroPlus Health Plan
MetroPlus Health Plan is dedicated to delivering exceptional healthcare services to residents across various boroughs through a wide array of products, including New York State Medicaid Managed Care, Medicare, and more. As a subsidiary of NYC Health + Hospitals, the largest public health system in the U.S., MetroPlus has built a robust network of over 27,000 healthcare providers committed to fostering strong relationships with members for over 30 years.
Position Overview
The Member Experience Consultant plays a vital role in engaging with MetroPlus members throughout their journey with the Plan, ensuring their needs are addressed and concerns are resolved efficiently. This position acts as a bridge between the Plan and its members, implementing processes that enhance the overall member experience. The Consultant is tasked with delivering outstanding customer service, which is crucial for member retention.
Key Responsibilities
- Fostering positive relationships with members to promote ongoing retention.
- Assisting members in completing necessary recertification applications.
- Resolving member issues promptly while maintaining high standards of customer service.
- Collaborating with the Call Center to address member inquiries.
- Supporting members with unique circumstances and coordinating with relevant departments to meet service needs.
- Creating solutions for member complaints to drive continuous improvement.
- Developing initiatives aimed at enhancing member satisfaction and loyalty.
- Understanding community dynamics to tailor engagement and loyalty strategies.
- Building relationships within the community to increase awareness of MetroPlus products.
- Promoting the MetroPlus brand through community involvement and public relations activities.
- Representing the Plan at health fairs and community events.
- Documenting member interactions and analyzing data to recommend improvements.
- Identifying reasons for disenrollment to mitigate member loss.
- Drafting communications to support retention initiatives and ensuring members remain engaged with the Plan.
- Executing processes related to member retention, including outreach and engagement strategies.
- Conducting presentations to attract new members and generate leads for the Sales Department.
- Performing competitor analysis to refine retention strategies.
- Recommending process improvements to enhance customer service.
- Providing reports and data as required.
Minimum Qualifications
Demonstrated ability to build strong relationships with members, assist with applications, resolve issues efficiently, and implement effective retention strategies.
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