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    Customer Experience Specialist - New York, United States - Metroplusjobs

    Metroplusjobs
    Metroplusjobs New York, United States

    3 weeks ago

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    Description

    **Customer Experience Specialist**

    **Job Ref:** 71873

    **Category:** Member Services

    **Department:** MHP CUSTOMER EXPERIENCE OPS

    **Location:** 50 Water Street, 7th Floor, New York, NY 10004

    **Job Type:** Regular

    **Employment Type:** Full-Time

    **Hire In Rate:** $45,277.00

    **Salary Range:** $45, $53,000.00

    **About NYC Health + Hospitals**

    MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

    **Position Overview**

    The Customer Experience Specialist is responsible for supporting MetroPlusHealth members and other key stakeholders across the customers journey. They are experts on the system and understanding the NYSOH processes to quickly get the members on their lists to appropriate resolution and support. Their primary goal is providing the member a superior experience and retaining them He/she will work as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. He/she will provide excellent customer experience ultimately resulting in member retention through both inbound and outbound outreach. He/she is responsible for overseeing all aspects of member retention and being a single point of contact across all issues that are directed to the department including, but not limited to the following:

    **Job Description**

    **Recertification/renewal of membership**

    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

    Assisting members with completion of recertification applications

    Partner with different parts of the organization to understand any barriers to the members experience and work to resolve them appropriately

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

    **Enrollment and retention support**

    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

    **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

    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 as requested

    Other duties as assigned

    **Minimum Qualifications**

    Associates Degree and 3-5 years of experience in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement, etc.; OR

    High school degree and 5-8 years in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement, etc.; AND

    Managed Care experience preferred

    **Licensure and/or Certification Required**

    The candidate must obtain CAC Certification within the first month of employment.

    **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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