Job Description

Our client is hiring a new customer support specialist team to train onsite in Downtown Manhattan until they can work a hybrid/remote schedule longterm. Bilingual skills in Spanish, French, Russian, Arabic, Mandarin, Hindi preferred.

About the Company - Our client is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

About the Role - The Customer Success Specialist is responsible for supporting members and other key stakeholders across the customer’s journey. They are experts on the system and understand the NYSOH processes to quickly route members to the appropriate resolution and support. The Customer Success Specialist will work as a liaison to ensure proper processes are introduced and implemented such that the experience is enhanced. The Customer Success Specialist will provide excellent customer experience, ultimately resulting in member retention through both inbound and outbound outreach. The Specialist is responsible for overseeing all aspects of member retention and being a single point of contact across all issues that are directed to the department including, but not limited to the following:

• Drafting and reviewing communications in support of member retention initiatives, communicating verbally and in writing with members to ensure members remain in the Plan
• Identify and track disenrollment reasons to minimize disenrollment, track and trend factors affecting enrollment.
• Identify and implement member retention initiatives that can be applied across all lines of business.

Responsibilities - Responsible for implementing and executing all processes that involve Member Retention meetings including but not limited to, creating and distributing a monthly schedule, working with the appropriate departments to ensure adequate outreach and member attendance. Conducting one-on-one and group presentations inviting new members so that leads are generated and forwarded to the Sales Department. Attending JOC meetings to ensure Member related material is presented as well as education on member retention. Responsible of representing the Plan by participating in Health Fairs and other events where the Plan may be participating. May be required to work on the weekends. Responsible for the production of monthly reports as required and as requested. Responsible to conduct regular competitor analysis and make changes to the member retention meetings as needed.

Qualifications - Minimum of 3 years Member Services/ Sales experience. Must have proven track record. Experience within the Medicare industry; health insurance background required. Experience working with Medicare, Medi-Cal, and Cal Medi Connect line of business.

Required Skills - Good communication and organizational skills. An effective leader with the ability to influence, motivate and persuade members to continue with their membership plan. Exceptional presentation and public speaking skills. Excellent interpersonal skills. Ability to follow directions and work independently. Bilingual (Spanish/French/Russian/Hindi/Mandarin/Arabic) language skills preferred.

Role: Recertification/renewal of membership. Follow appropriate processes to meet and exceed recertification targets set by the department. Make the recertification process as easy and seamless as possible for our members. Assisting members with completion of recertification applications. Partner with different parts of the organization to understand any barriers to the member’s experience and work to resolve them appropriately. Maintaining daily Outreach and Renewal goals set through business needs to increase overall retention. Enrollment and retention support. Assisting members with completion of all enrollment activities including but not limited to changing lines of business to ensure member is in the optimal plan, re-enrolling members due to administrative issues, premium payment etc. Assist members with PCP selection as well as locating providers and vendor within plan’s network. Providing end to end customer support to drive customer satisfaction and improve customer experience. Interfacing with internal and external stakeholders to ensure complete resolution. Communicating verbally and in writing with members for all necessary Member Retention activities. Process improvements. Devising solutions in response to member dissatisfaction/ complaints/issues to support ongoing organizational improvement efforts. Support any ad hoc projects on process improvements. Report common trends identified during member outreach. Other duties as assigned.

Paying at least $20+/Hour, based on experience/language skills

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