Customer Success Specialist I

Customer Success Specialist I

Job Ref: TE0116
Category: Professional
Department: MHP CUSTOMER SUCCESS
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Work Arrangement: Hybrid
Salary Range: $48,791.00 - $50,000.00

Position Overview:
The Customer Success Specialist I is responsible for supportingMetroPlusHealth members and other key stakeholders across the customer’s journey. They are expert on the system and understand the NYSOH processes to quickly route members to the appropriate resolution and support.

The Customer Success Specialist I works as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. The Customer Success Specialist I provides excellent customer experience, ultimately resulting in member retention through both inbound and outbound outreach. The Customer Success Specialist I is responsible for overseeing all aspects of member retention and being a single point of contact across all issues that are directed to the Customer Success department.

Scope of Role & Responsibilities

Recertification/renewal of membership

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. This is designed to optimize telephone outreach with members who are due to recertify.

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

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 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

Process improvement

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

Required Education, Training & Professional Experience

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 especially Managed Care experience preferred but not required.

Bi-lingual preferred

Licensure and/or Certification Required

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.

Professional Competencies

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

#LI-Hybrid

#MHP50