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Customer Success Consultant
NYC Health + Hospitals - New York, NY
posted 2 months ago
About the position
The Customer Success Consultant at MetroPlus Health is responsible for enhancing the member experience by providing support and solutions throughout their journey. This role involves acting as a liaison between members and various departments, ensuring seamless processes for recertification and retention, and promoting member satisfaction and loyalty. The consultant will engage in both inbound and outbound outreach to maintain strong relationships with members, ultimately driving retention and satisfaction within the organization.
Responsibilities
- Support MetroPlus Health members and stakeholders across their journey.
- Act as a liaison to ensure proper processes are introduced and implemented to enhance the member experience.
- Oversee all aspects of member retention, including recertification and renewal of membership.
- Build mechanisms to meet and exceed recertification targets set by the department.
- Assist members with completion of recertification applications.
- Maintain daily outreach and renewal goals to increase overall retention.
- Identify customer needs in every interaction and connect them to appropriate solutions.
- Build customer insights by collecting data on differentiated customer needs.
- Assist members with enrollment activities and ensure they are in the optimal plan.
- Provide end-to-end customer support to drive satisfaction and improve experience.
- Implement and execute processes involving member retention and outreach.
- Devise solutions in response to member dissatisfaction and support organizational improvement efforts.
Requirements
- Bachelor's Degree and 1-3 years of managed care experience OR Associate's Degree and 3-5 years of managed care experience.
- Experience in direct consumer contact, including customer engagement, customer services, sales, or community engagement.
Nice-to-haves
- Bilingual preferred.
Benefits
- Hybrid work environment
- Training and certification support for Certified Application Counselor (CAC) certification
