Customer Success Advocate

1 month ago


New York, New York, United States MetroPlusHealth Full time
Empowering New Yorkers through Exceptional Care

MetroPlusHealth 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, providing expert guidance on NYSOH processes and ensuring timely resolution of issues.
  • Collaborate with internal teams to introduce and implement process improvements, enhancing the MetroPlusHealth experience.
  • Provide exceptional customer experience, driving member retention through proactive outreach and support.
  • Oversee all aspects of member retention, serving as a single point of contact for issues related to recertification, enrollment, and retention.
  • Develop solutions to address member dissatisfaction, complaints, and issues, contributing to ongoing organizational improvement efforts.
Requirements:
  • Associate's degree and 1 year of experience in direct consumer contact, or high school degree and 3-5 years of experience in customer engagement, customer services, sales, or community engagement.
  • Bi-lingual preferred, with the ability to obtain Certified Application Counselor (CAC) certification within the first month of employment.
  • Professional competencies including highly organized attention to detail, integrity, customer experience focus, emotional intelligence, written and oral communication skills, conflict resolution, patience, and problem-solving skills.


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