Customer Success Specialist (Bengali / Hindi / Urdu)

$45,277 - $50,000/Yr

Metroplus Health Plan - New York, NY

Full-time - Entry Level

New York, NY

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist at MetroPlusHealth plays a crucial role in supporting members throughout their healthcare journey. This position is designed for individuals who are passionate about providing exceptional customer service and are committed to enhancing the member experience. The Specialist will serve as a key liaison between members and various departments within the organization, ensuring that all processes are effectively implemented to improve member retention and satisfaction. The role requires a deep understanding of the New York State of Health (NYSOH) processes, enabling the Specialist to efficiently route members to the appropriate resources and resolutions. In this position, the Specialist will be responsible for overseeing the recertification and renewal of memberships across various lines of business, including Medicaid, Medicare, and Child Health Plus. This involves developing a strategic daily work schedule that includes outreach during both morning and evening hours, as well as weekends, to optimize member engagement. The Specialist will assist members in completing recertification applications and will work collaboratively with different departments to identify and resolve any barriers that may hinder the member experience. Additionally, the Specialist will provide enrollment and retention support, helping members navigate the enrollment process, select primary care providers, and locate services within their plan's network. The role emphasizes the importance of delivering end-to-end customer support to enhance overall satisfaction and improve the customer experience. The Specialist will also be tasked with identifying trends in member feedback and complaints, contributing to ongoing process improvement initiatives within the organization. Overall, the Customer Success Specialist is dedicated to ensuring that MetroPlusHealth members receive the highest quality of service and support, ultimately fostering a positive and lasting relationship with the organization.

Responsibilities

• Assist all lines of business in retaining current qualified members by following a strategic daily work schedule that includes am and pm hours, field locations, and 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 members.
• Assist members with the completion of recertification applications.
• Partner with different parts of the organization to understand barriers to the member's experience and work to resolve them appropriately.
• Maintain daily outreach and renewal goals set through business needs to increase overall retention.
• Assist members with completion of all enrollment activities, including changing lines of business to ensure optimal plan selection.
• Assist members with PCP selection and locating providers 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 of member issues.
• Communicate verbally and in writing with members for all necessary member retention activities.
• Devise solutions in response to member dissatisfaction, complaints, and issues to support ongoing organizational improvement efforts.
• Support any ad hoc projects on process improvements.
• Report common trends identified during member outreach.
• Perform other duties as assigned.

Requirements

• Associate's Degree and minimum 1 year of experience in direct consumer contact, including customer engagement, customer services, sales, or community engagement; OR
• High school degree and 3-5 years of experience in direct consumer contact, including customer engagement, customer services, sales, or community engagement;
• Healthcare experience, especially in Managed Care, preferred but not required.
• Bi-lingual preferred.

Nice-to-haves

• Experience in healthcare or managed care environments.
• Familiarity with New York State of Health (NYSOH) processes.

Benefits

• Competitive salary range of $45,277.00 - $50,000.00.
• Comprehensive healthcare benefits.
• Opportunities for professional development and training.
• Support for obtaining Certified Application Counselor (CAC) certification.