Customer Success Advocate

2 weeks ago

New York, New York, United States MetroPlusHealth Full time

Job Title: Customer Success Specialist

Job Summary:

MetroPlusHealth is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our customer success team, you will be responsible for supporting our members and other key stakeholders across the customer's journey.

Key Responsibilities:

Recertification/Renewal of Membership

  • Assist all lines of business (Medicaid/Medicare/MLTC/CHP/EP) in retaining current qualified members by following a strategic daily work schedule that includes morning and afternoon hours, field locations, and weekends.
  • Follow appropriate processes to meet and exceed recertification targets set by the department.
  • Make the recertification process as easy and seamless as possible for our members.
  • Assist members with completion of recertification applications.
  • Partner with different parts of the organization to understand any barriers to the member's experience and work to resolve them appropriately.
  • Maintain daily Outreach and Renewal goals set through business needs to increase overall retention.

Enrollment and Retention Support

  • Assist members with completion of all enrollment activities, including but not limited to, changing lines of business to ensure member is in the optimal plan, re-enrolling members due to administrative issues, premium payment, etc.
  • Assist members with PCP selection as well as locating providers and vendors within plan's network.
  • Provide end-to-end customer support to drive customer satisfaction and improve customer experience.
  • Interface with internal and external stakeholders to ensure complete resolution.
  • Communicate verbally and in writing with members for all necessary Member Retention activities.

Process Improvements

  • Devising solutions in response to member dissatisfaction/complaints/issues to support ongoing organizational improvement efforts.
  • Support any ad-hoc projects on process improvements.
  • Report common trends identified during member outreach.
  • Other duties as assigned.

Requirements:

Minimum Qualifications

  • Associate's Degree and minimum 1 year of experience in direct consumer contact, including but not limited to, customer engagement, customer services, sales, community engagement; OR
  • High school degree and 3-5 years of experience in direct consumer contact, including but not limited to, customer engagement, customer services, sales, community engagement;
  • Healthcare experience, especially Managed Care experience, preferred but not required.
  • Bilingual preferred.

Licensure and/or Certification Required

  • The candidate must obtain Certified Application Counselor (CAC) certification within the first month of employment. MetroPlusHealth will facilitate the training and certification process.

Professional Competencies:

  • Functional/Technical skills
  • Highly organized with attention to detail
  • Integrity and trust
  • Customer Experience Focus
  • Emotional intelligence-listening skills to really be able to work with members
  • Written and Oral Communication skills
  • Conflict Resolution
  • Patience
  • Problem-solving skills

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