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Member Engagement Specialist

2 months ago

New York, New York, United States Metroplusjobs Full time

Member Engagement Specialist

Job Ref: 71875

Category: Member Services

Department: MHP CUSTOMER EXPERIENCE OPS

Job Type: Regular

Employment Type: Full-Time

Hire In Rate: $50,000.00

Salary Range: $50,000.00 - $58,000.00

About MetroPlus Health Plan

MetroPlus Health Plan is dedicated to delivering top-tier healthcare services to the diverse communities of New York City. As a subsidiary of NYC Health + Hospitals, we have a robust network of over 27,000 healthcare providers and specialists, committed to ensuring that our members receive the care they need to lead healthy lives.

Position Overview

The Member Engagement Specialist plays a crucial role in fostering relationships with MetroPlus members throughout their journey with the organization. This position is designed to ensure that members' needs are addressed and their concerns are resolved efficiently. The Specialist acts as a bridge between the organization and its members, implementing processes that enhance the overall member experience and promote retention.

Key Responsibilities

  1. Establishing and nurturing positive relationships with members to promote ongoing retention.
  2. Guiding members through the recertification application process.
  3. Resolving member issues promptly while delivering exceptional customer service.
  4. Collaborating with the Call Center to address and resolve member inquiries.
  5. Assisting members with unique circumstances and coordinating with various departments to meet their service needs.
  6. Developing solutions to member complaints to support continuous improvement efforts.
  7. Implementing initiatives aimed at enhancing member satisfaction and loyalty.
  8. Creating engagement strategies that resonate with the diverse communities served by MetroPlus.
  9. Building community relationships to raise awareness of MetroPlus products and their benefits.
  10. Promoting the MetroPlus brand through community involvement and public relations activities.
  11. Representing the organization at health fairs and community events.
  12. Documenting member interactions and analyzing data to recommend improvements to the member experience.
  13. Identifying reasons for disenrollment and developing strategies to minimize it.
  14. Drafting communications to support retention initiatives and ensuring effective member outreach.
  15. Executing processes related to member retention, including scheduling and outreach coordination.
  16. Conducting presentations to invite new members and generate leads for the Sales Department.
  17. Performing competitor analysis to refine retention strategies as necessary.
  18. Recommending process improvements to enhance customer service.
  19. Providing reports and data as required.

Minimum Qualifications

Proven ability to build and maintain positive relationships with members, assist with application processes, and resolve issues efficiently while providing excellent customer service.