Customer Success Specialist (Bilingual Chinese)

$45,277 - $50,000/Yr

Metroplus Health Plan - New York, NY

Full-time - Entry Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist (Bilingual Chinese) 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 act as a 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 and the ability to navigate the complexities of healthcare services offered by MetroPlusHealth. In this position, the Specialist will be responsible for overseeing the recertification and renewal of memberships for various lines of business, including Medicaid, Medicare, Managed Long-Term Care (MLTC), Child Health Plus (CHP), and the Essential Plan (EP). The Specialist will develop and follow a strategic daily work schedule that includes outreach to members, assisting them with the completion of recertification applications, and ensuring that the recertification process is as seamless as possible. This involves maintaining daily outreach and renewal goals to enhance overall member retention. Additionally, the Specialist will assist members with enrollment activities, including changing lines of business, re-enrolling members due to administrative issues, and helping members select primary care providers (PCPs) within the plan's network. The role also involves providing end-to-end customer support, interfacing with both internal and external stakeholders to ensure complete resolution of member issues, and communicating effectively with members through verbal and written channels. The Specialist will also be tasked with identifying and reporting common trends during member outreach, devising solutions to address member dissatisfaction, and supporting ad hoc projects aimed at process improvements. This position is essential in driving customer satisfaction and improving the overall customer experience at MetroPlusHealth.

Responsibilities

• Support MetroPlusHealth members and stakeholders across the customer journey.
• Act as a liaison to enhance the MetroPlusHealth experience.
• Oversee recertification and renewal of memberships for various lines of business.
• Assist members with completion of recertification applications.
• Maintain daily outreach and renewal goals to increase overall retention.
• Assist members with enrollment activities and PCP selection.
• Provide end-to-end customer support to drive customer satisfaction.
• Interface with internal and external stakeholders for complete resolution.
• Communicate with members for all necessary retention activities.
• Devise solutions in response to member complaints and support process improvements.

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.
• Healthcare experience, especially in Managed Care, preferred but not required.
• Bilingual in Chinese preferred.
• Must obtain Certified Application Counselor (CAC) certification within the first month of employment.

Nice-to-haves

• Experience in healthcare or managed care environments.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with various departments.

Benefits

• Competitive salary range of $45,277.00 - $50,000.00.
• Comprehensive healthcare benefits.
• Opportunities for professional development and training.