Customer Success Representative

4 weeks ago


New York, New York, United States NYC Health Hospitals Full time

MetroPlusHealth, a subsidiary of NYC Health + Hospitals, is dedicated to providing exceptional healthcare services to residents of New York City. As a Customer Success Specialist, you will play a vital role in supporting our members and stakeholders throughout their journey.

Key Responsibilities
  • Recertification and Renewal Support
    • Assist members with recertification and renewal processes, ensuring seamless transitions and optimal plan selection.
    • Partner with internal teams to identify and resolve barriers to member experience.
    • Meet and exceed recertification targets, driving member retention and satisfaction.
  • Enrollment and Retention Support
    • Provide end-to-end customer support for enrollment activities, including plan changes and premium payments.
    • Assist members with PCP selection and provider location within our network.
    • Communicate effectively with members and stakeholders to ensure complete resolution.
  • Process Improvements
    • Develop solutions to address member dissatisfaction and complaints, driving organizational improvement efforts.
    • Support ad-hoc projects focused on process enhancements and member experience.
    • Identify and report common trends during member outreach, informing data-driven decisions.

Requirements

  • Associate's degree and 1 year of direct consumer contact experience, or equivalent combination of education and experience.
  • High school degree and 3-5 years of direct consumer contact experience, or equivalent combination of education and experience.
  • Healthcare experience, particularly in managed care, is preferred but not required.
  • Bi-lingual proficiency is a plus.

Certifications and Competencies

  • Certified Application Counselor (CAC) certification within the first month of employment, facilitated by MetroPlusHealth.
  • Professional competencies include functional/technical skills, high organization, attention to detail, integrity, customer experience focus, emotional intelligence, written and oral communication skills, conflict resolution, patience, and problem-solving skills.


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