Member Engagement Specialist

1 week ago

New York, New York, United States Metroplusjobs Full time

Member Engagement Specialist

Job Ref: 71875

Category: Member Services

Department: MHP CUSTOMER EXPERIENCE OPS

Position Overview

The Member Engagement Specialist plays a crucial role in fostering relationships with members throughout their journey with the organization. This position aims to ensure that member needs are addressed and any concerns are resolved promptly and effectively. Acting as a bridge between the organization and its members, the specialist will implement processes that enhance the overall member experience, ultimately leading to improved member retention.

Key Responsibilities

  1. Establishing and nurturing positive relationships with members to promote ongoing retention.
  2. Assisting members in completing necessary recertification applications.
  3. Resolving member issues swiftly while delivering exceptional customer service.
  4. Collaborating with the Call Center to address and resolve member inquiries.
  5. Supporting members with unique circumstances and coordinating with relevant departments to meet service needs.
  6. Developing solutions in response to member feedback to enhance organizational practices.
  7. Implementing initiatives designed to boost member satisfaction and loyalty.
  8. Creating engagement strategies that resonate with the diverse communities served.
  9. Building and leveraging community relationships to increase awareness of available products and their benefits.
  10. Promoting the organization's brand within the community and participating in outreach events.
  11. Documenting member interactions and analyzing data to provide insights for improving the member experience.
  12. Identifying reasons for member disenrollment and developing strategies to mitigate this.
  13. Drafting communications to support retention initiatives and ensuring effective member communication.
  14. Executing processes related to member retention, including scheduling outreach efforts.
  15. Conducting presentations to invite new members and generate leads for the sales team.
  16. Performing competitor analysis to refine retention strategies as necessary.
  17. Recommending process improvements to enhance customer service.
  18. Providing requested reports and data to support management decisions.

Minimum Qualifications

Demonstrated ability to build positive relationships with members, assist with recertification, and resolve issues efficiently while maintaining high standards of customer service.

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