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Customer Success Advocate
2 months ago
MetroPlusHealth is committed to delivering high-quality healthcare services to residents of New York City. As a Customer Success Specialist, you will play a vital role in ensuring our members receive the best possible care.
About the RoleThe Customer Success Specialist is responsible for supporting MetroPlusHealth members and stakeholders throughout their healthcare journey. You will be an expert in our system and processes, quickly routing members to the appropriate resolution and support.
Key Responsibilities- Recertification and Renewal of Membership: Assist members with recertification applications, partner with internal teams to resolve barriers, and maintain daily outreach and renewal goals.
- Enrollment and Retention Support: Assist members with enrollment activities, including changing lines of business, re-enrolling due to administrative issues, and selecting PCPs and providers.
- Process Improvements: Identify solutions to member dissatisfaction, support ad-hoc projects, and report common trends during member outreach.
- Associate's Degree and 1 year of experience in direct consumer contact, or High School Degree and 3-5 years of experience in customer engagement, customer services, sales, or community engagement.
- Bi-lingual preferred, but not required.
- Certified Application Counselor (CAC) certification within the first month of employment.
- Functional/Technical skills
- Highly organized with attention to detail
- Integrity and trust
- Customer Experience Focus
- Emotional intelligence and listening skills
- Written and Oral Communication skills
- Conflict Resolution
- Patience
- Problem-solving skills
MetroPlusHealth is an equal opportunity employer and welcomes applications from diverse candidates.
