Member Engagement Specialist

2 weeks 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 we serve. As a subsidiary of NYC Health + Hospitals, we pride ourselves on our extensive network of over 27,000 healthcare providers and our commitment to fostering strong relationships with our members to support their health and well-being.

Position Overview

The Member Engagement Specialist plays a crucial role in ensuring that MetroPlus members receive exceptional support throughout their journey with the Plan. This position acts as a bridge between the organization and its members, focusing on enhancing the overall member experience and ensuring that all inquiries and concerns are addressed promptly and effectively.

Key Responsibilities

  1. Establishing and nurturing positive relationships with members to promote retention.
  2. Guiding members through the recertification process to ensure compliance.
  3. Resolving member issues efficiently while maintaining high standards of customer service.
  4. Collaborating with the Call Center to address and resolve member inquiries.
  5. Assisting members facing unique circumstances by coordinating with relevant departments.
  6. Developing innovative solutions to member complaints to enhance service delivery.
  7. Implementing initiatives aimed at increasing member satisfaction and loyalty.
  8. Understanding the cultural dynamics of the communities served to tailor engagement strategies.
  9. Building community relationships to raise awareness of MetroPlus products and services.
  10. Promoting the MetroPlus brand through community involvement and outreach.
  11. Participating in health fairs and community events to represent the Plan.
  12. Documenting member interactions and analyzing data to inform management decisions.
  13. Identifying reasons for member disenrollment and developing strategies to mitigate this.
  14. Creating and reviewing communications to support retention efforts.
  15. Executing processes related to member retention, including outreach and engagement initiatives.
  16. Conducting presentations to introduce 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 insights as required.

Minimum Qualifications

Strong relationship-building skills with a focus on member retention, effective communication abilities, and a commitment to providing exceptional customer service are essential for success in this role.



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