Metroplus Health Plan - New York, NY
posted about 1 month ago
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 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, enabling the Specialist to efficiently route members to the appropriate resources and resolutions. In this position, the Specialist will be responsible for overseeing all aspects of member retention, which includes managing recertification and renewal of memberships. This involves assisting members with the completion of recertification applications and ensuring that the process is as seamless as possible. The Specialist will also engage in outreach activities, both inbound and outbound, to maintain daily outreach and renewal goals set by the department. By following a strategic work schedule that includes various hours and field locations, the Specialist will optimize telephone outreach to members, particularly during recertification periods. Additionally, the Specialist will assist members with enrollment activities, including changing lines of business and selecting primary care providers (PCPs). They will provide end-to-end customer support, ensuring that all member inquiries are addressed and resolved effectively. The role also involves identifying and reporting common trends during member outreach, which will contribute to ongoing organizational improvement efforts. The Specialist will be expected to devise solutions in response to member complaints and support ad hoc projects aimed at enhancing processes within the department. Overall, this position is integral to fostering strong relationships with members and ensuring they receive the highest quality of care and support.