Customer Experience Specialist

1 week ago

New York, New York, United States NYC Health Hospitals Full time
About the Role
As a Call Center Representative II at New York City Health Hospitals, you will play a critical role in ensuring that our members receive exceptional support and service. You will be responsible for handling high volumes of calls, responding to customer inquiries, and resolving complex issues. If you are passionate about delivering excellent customer service and have a strong background in healthcare, we encourage you to apply.

About Us

New York City Health Hospitals is a leading healthcare organization dedicated to providing high-quality services to residents of New York City. We offer a comprehensive range of products, including Medicaid Managed Care, Medicare, Child Health Plus, and more. Our network includes over 27,000 primary care providers, specialists, and clinics.

We are committed to delivering excellent service and ensuring that our members receive the care they need. Our team is passionate about improving the health and well-being of our community.


Your Responsibilities
  • Assist management with special projects, such as PCP monthly reports and error analysis.
  • Document and respond to customer contacts, manage follow-ups, and ensure closure.
  • Provide on-site and telephone orientations to new and existing members.
  • Resolve member and provider issues as the point of contact.
  • Research and respond to customer inquiries related to eligibility, benefits, claims, and authorizations.
  • Classify and record customer encounters clearly and concisely.
  • Identify and escalate complex issues, provide follow-up, and closure.
  • Intake customer complaints, capture pertinent information, and assist members with PCP selection.
  • Verify and update member demographic information, process requests for member materials, and handle enrollment inquiries.

Requirements
  • High School graduation or equivalent, and 3 years of experience in a call center environment handling high volumes of calls.
  • Proven experience in providing excellent service in healthcare-related areas, such as insurance, doctor's offices, and medical clinics.
  • Poise under pressure when dealing with difficult situations and upset customers.

Salary Range
The salary range for this position is $45,000 - $60,000 per year, depending on experience.

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