Customer Success Advocate

4 weeks ago


Brooklyn, New York, United States MetroPlus Health Plan Full time
Customer Success Specialist

MetroPlus Health Plan is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our organization, you will be responsible for supporting our members and other stakeholders across the customer journey.

The ideal candidate will be an expert on our system and processes, able to quickly route members to the appropriate resolution and support. You will work closely with internal and external stakeholders to ensure complete resolution and provide excellent customer experience.

Key responsibilities include:

  • Recertification/Renewal of Membership: Assist members with recertification applications, follow up on missed appointments, and ensure timely completion of recertification processes.
  • Enrollment and Retention Support: Assist members with enrollment activities, including changing lines of business, re-enrolling due to administrative issues, and premium payment.
  • Process Improvements: Identify areas for improvement and develop solutions to support ongoing organizational efforts.

Requirements:

  • Associate's Degree and minimum 1 year of experience in direct consumer contact, including customer engagement, customer services, sales, and community engagement.
  • Bi-lingual preferred.
  • Certified Application Counselor (CAC) certification within the first month of employment.

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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