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MetroPlusHealth · 23 hours ago

Customer Success Specialist I

New York, NY

Full-time

Onsite

Entry Level

$49K/yr - $49K/yr

1+ years exp

MetroPlusHealth is seeking a Customer Success Specialist I to support members and stakeholders throughout their journey. The role focuses on enhancing the customer experience, ensuring member retention, and providing comprehensive support for enrollment and recertification processes.

Financial ServicesHealth CareHealth InsuranceInsuranceLife Insurance

Responsibilities

Assist all line of business (Medicaid/Medicare/MLTC/CHP/EP) in retaining current qualified members by following a strategic daily work schedule that includes am and pm hours as well as 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

Meet daily outreach and renewal goals that contribute to overall member retention for the organization

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 the 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

Devise solutions in response to member dissatisfaction/complaints/issues in support of ongoing organizational improvement efforts

Support any ad hoc projects on process improvements

Report common trends identified during member outreach

Other duties as assigned

Qualification

Customer EngagementHealthcare ExperienceMedicare ExperienceBilingualMarketplace Facilitated Enroller CertificationWritten CommunicationOral CommunicationConflict ResolutionProblem-solvingAttention to Detail

Required

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

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

Employees will be required to complete and pass the NY State of Health approved training program and become certified as a Marketplace Facilitated Enroller (MFE)/Certified Application Counselor (CAC). Employees in these positions must also complete all annual recertification requirements and maintain this certification for the duration of their assignment

Functional/Technical skills

Highly organized with attention to detail

Integrity and trust

Customer Experience Focus

Ability to collaborate with different stakeholders

Written and Oral Communication skills

Conflict Resolution

Patience

Problem-solving skills