Customer Success Specialist (Bilingual Korean)

$45,277 - $45,277/Yr

Metroplus Health Plan - New York, NY

Full-time

New York, NY

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist (Bilingual Korean) 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 processes are effectively implemented to improve member satisfaction and retention. 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 across various lines of business, including Medicaid, Medicare, Managed Long-Term Care (MLTC), Child Health Plus (CHP), and 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 seamless and user-friendly. The goal is to meet and exceed departmental targets for member retention through proactive communication and support. Additionally, the Specialist will assist members with enrollment activities, including changing lines of business, re-enrolling members due to administrative issues, and helping them select primary care providers (PCPs) within the plan's network. The role requires effective communication with both internal and external stakeholders to ensure that all member issues are resolved promptly and satisfactorily. The Specialist will also be involved in identifying trends in member dissatisfaction and contributing to process improvement initiatives to enhance the overall member experience. This position is ideal for individuals who possess strong organizational skills, emotional intelligence, and a customer-focused mindset. The ability to communicate effectively in both written and oral forms is essential, as is the capacity to handle conflicts and solve problems efficiently. The Specialist will be expected to maintain a high level of integrity and trust while working with members and colleagues alike.

Responsibilities

• Support MetroPlusHealth members and key stakeholders across the customer's journey.
• Act as a liaison to ensure proper processes are introduced and implemented to enhance the MetroPlusHealth experience.
• Provide excellent customer experience to drive member retention through inbound and outbound outreach.
• Oversee all aspects of member retention and serve as a single point of contact for issues directed to the department.
• Assist all lines of business in retaining current qualified members by following a strategic daily work schedule.
• Follow appropriate processes to meet and exceed recertification targets set by the department.
• Make the recertification process easy and seamless for members.
• Assist members with completion of recertification applications.
• Partner with different parts of the organization to resolve barriers to the member's experience.
• Maintain daily outreach and renewal goals to increase overall retention.
• Assist members with completion of all enrollment activities, including changing lines of business and re-enrolling members.
• 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 and support organizational improvement efforts.
• Report common trends identified during member outreach.

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 Korean preferred.
• Must obtain Certified Application Counselor (CAC) certification within the first month of employment.

Nice-to-haves

• Experience in healthcare or managed care environments.
• Fluency in additional languages besides Korean.