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MetroPlusHealth · 2 days ago

Customer Success Consultant

New York, NY

Full-time

Onsite

Entry, Mid Level

$50K/yr - $60K/yr

1+ years exp

MetroPlusHealth is dedicated to supporting its members throughout their journey, and they are seeking a Customer Success Consultant to enhance member retention and satisfaction. This role involves acting as a liaison to implement processes that improve the overall member experience and providing excellent customer support through various outreach efforts.

Financial ServicesHealth CareHealth InsuranceInsuranceLife Insurance

Responsibilities

Build appropriate mechanisms to meet and exceed recertification targets set by the department

Make the recertification process as easy and seamless as possible for our members

Assisting 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

Maintaining daily Outreach and Renewal goals set through business needs to increase overall retention

Build positive relationships with members resulting in continued member retention with the Plan

Proposing and participating in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle

Identify customer needs in every customer interaction and ensure that the customer is connected to the appropriate solutions as quickly, efficiently, and empathetically as possible

Building Customer Insights through collecting data and building a repository of differentiated customer needs

Flag any continuously occurring issues so that Customer Success team can work on identifying trends and resolution

Use every customer interaction as an opportunity to build and develop the MetroPlusHealth relationship and develop customer loyalty

Assisting 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 etc

Providing end to end customer support to drive customer satisfaction and improve customer experience

Interfacing with internal and external stakeholders to ensure complete resolution

Communicating verbally and in writing with members for all necessary Member Retention activities

Implementing and executing all processes that involve Member Retention including but not limited to, working with the appropriate departments to ensure adequate outreach and member attendance, team coaching, peer to peer support and escalation as needed

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

Support any ad hoc projects on process improvements

Conduct one-on-one and group presentations inviting new members so that leads are generated and forwarded to the Sales Department

Conduct regular competitor analysis and make changes to the member retention techniques as needed

Providing reports and data trending as requested

Other duties as assigned

Qualification

Managed care experienceCustomer engagementBilingualMarketplace Facilitated Enroller certificationCustomer Experience FocusTrustFunctional/Technical skillsIntegrityCollaboration skills

Required

Bachelor's Degree and 1-3 years of managed care experience OR Associate's Degree and 3-5 years of managed care experience

Employees in this position 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 this position must also complete all annual recertification requirements and maintain this certification for the duration of their assignment

Integrity and trust

Customer Experience Focus

Ability to collaborate with different stakeholders

Functional/Technical skills