Customer Success Specialist (Bilingual Spanish)

$45,277 - $45,277/Yr

NYC Health + Hospitals - New York, NY

Full-time - Entry Level

New York, NY

Hospitals

About the position

The Customer Success Specialist (Bilingual Spanish) at NYC Health + Hospitals MetroPlus Health is responsible for supporting members throughout their healthcare journey. This role involves acting as a liaison to enhance the member experience, ensuring proper processes are implemented, and providing excellent customer service to drive member retention. The Specialist will handle recertification, enrollment, and retention support while also identifying and resolving issues that affect member satisfaction.

Responsibilities

• Support MetroPlus Health members and stakeholders across their healthcare journey.
• Act as a liaison to enhance the MetroPlus Health experience.
• Oversee all aspects of member retention and serve as a single point of contact for issues directed to the department.
• Assist with recertification and renewal of membership for various lines of business.
• Maintain daily outreach and renewal goals to increase overall retention.
• Assist members with enrollment activities and provider selection.
• Provide end-to-end customer support to improve customer satisfaction.
• Communicate effectively with members regarding retention activities.
• Devise solutions to member complaints and support process improvements.

Requirements

• Associate's Degree and minimum 1 year of experience in direct consumer contact, or a High school degree with 3-5 years of experience in direct consumer contact.
• Experience in customer engagement, customer services, sales, or community engagement is required.
• Healthcare experience, especially in Managed Care, is preferred but not required.
• Bilingual in Spanish is 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.
• Proficiency in conflict resolution and problem-solving.

Benefits

• Competitive salary of $45,277 per year.
• Hybrid work environment.
• Opportunities for professional development and training.