Customer Success Advocate

6 days ago

New York, New York, United States MetroPlusHealth Full time

**Job Summary**

The Customer Success Specialist plays a vital role in supporting MetroPlusHealth members and stakeholders throughout their journey. As an expert in the system, they understand the intricacies of the NYSOH processes, ensuring that members receive timely and effective support.

**Key Responsibilities**

  • Act as a liaison to introduce and implement processes that enhance the MetroPlusHealth experience.
  • Provide exceptional customer experience, resulting in member retention through inbound and outbound outreach.
  • Oversee all aspects of member retention and serve as a single point of contact for issues related to recertification, renewal, enrollment, and retention support.

**Recertification and Renewal of Membership**

  • Assist in retaining current qualified members by following a strategic daily work schedule, including am and pm hours, field locations, and weekends.
  • Meet and exceed recertification targets set by the department.
  • Streamline the recertification process for members, ensuring it is easy and seamless.
  • Assist members with completion of recertification applications.
  • Partner with various departments 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 enrollment activities, including changing lines of business, re-enrolling due to administrative issues, and premium payment.
  • Support members in selecting PCPs and locating providers 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 to address member dissatisfaction, complaints, and 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.

**Minimum Qualifications**

  • 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 in Managed Care, is preferred but not required.
  • Bilingual candidates are 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, including listening skills
  • Written and Oral Communication skills
  • Conflict Resolution
  • Patience
  • Problem-solving skills

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