MetroPlus Health Plan
Customer Success Consultant
Job Ref:
TE0010
Category:
Professional
Department:
MHP CUSTOMER SUCCESS
Location:
50 Water Street, 7th Floor, New York, NY 10004
Job Type:
Regular
Employment Type:
Full-Time
Salary Range:
$50,000.00 - $60,000.00
Position Overview The Customer Success Consultant is responsible for supporting MetroPlusHealth members and other key stakeholders across their journey. They are leaders in the organization working across all parts of the organization and embodying empathy, technical skills, and organizational savvy to get the members quickly to the solutions they need while promoting the MetroPlusHealth brand and ensuring a successful outcome in member retention and satisfaction. The Customer Success Consultant will work as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. The Customer Success Consultant will provide excellent customer experience, resulting in member retention through both inbound and outbound outreach and acting as a single point of contact for the member when they are directed to our department.
Scope of Role & Responsibilities Recertification/renewal of membership
Build appropriate mechanisms to meet and exceed recertification targets set by the department
Make the recertification process as easy and seamless as possible for our members
Assist 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
Maintain daily outreach and renewal goals set through business needs to increase overall retention
Build positive relationships with members resulting in continued member retention with the Plan
Propose and participate in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle
Customer Needs and insights
Identify customer needs in every customer interaction and ensure that the customer is connected to the appropriate solutions as quickly, efficiently, and empathetically as possible
Build customer insights through collecting data and building a repository of differentiated customer needs
Flag any continuously occurring issues so that Customer Success team can work on identifying trends and resolution
Use every customer interaction as an opportunity to build and develop the MetroPlusHealth relationship and develop customer loyalty
Enrollment and Retention Support
Assist 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, etc.
Provide end-to-end customer support to drive customer satisfaction and improve customer experience
Interface with internal and external stakeholders to ensure complete resolution
Communicate verbally and in writing with members for all necessary member retention activities
Implement and execute all processes that involve member retention including working with relevant departments to ensure adequate outreach and member attendance, team coaching, peer-to-peer support, and escalation as needed
Process Improvements and Analytics
Devise solutions in response to member dissatisfaction/complaints/issues to support ongoing organizational improvement efforts
Support any ad hoc projects on process improvements
Conduct one-on-one and group presentations inviting new members so that leads are generated and forwarded to the Sales Department
Conduct regular competitor analysis and make changes to member retention techniques as needed
Provide reports and data trending as requested
Other duties as assigned
Required Education, Training & Professional Experience
Bachelor's Degree and 1-3 years of managed care experience OR
Associate's Degree and 3-5 years of managed care experience.
Experience in direct consumer contact, including customer engagement, customer services, sales, community engagement, etc. preferred
Bilingual preferred
Licensure and/or Certification Required
Employees in this position will be required to complete and pass the NY State of Health approved training program and become certified as a Marketplace Facilitated Enroller (MFE)/Certified Application Counselor (CAC). Employees must also complete all annual recertification requirements and maintain this certification for the duration of their assignment.
Professional Competencies
Integrity and trust
Customer experience focus
Ability to collaborate with different stakeholders
Functional/technical skills
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TE0010
Category:
Professional
Department:
MHP CUSTOMER SUCCESS
Location:
50 Water Street, 7th Floor, New York, NY 10004
Job Type:
Regular
Employment Type:
Full-Time
Salary Range:
$50,000.00 - $60,000.00
Position Overview The Customer Success Consultant is responsible for supporting MetroPlusHealth members and other key stakeholders across their journey. They are leaders in the organization working across all parts of the organization and embodying empathy, technical skills, and organizational savvy to get the members quickly to the solutions they need while promoting the MetroPlusHealth brand and ensuring a successful outcome in member retention and satisfaction. The Customer Success Consultant will work as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. The Customer Success Consultant will provide excellent customer experience, resulting in member retention through both inbound and outbound outreach and acting as a single point of contact for the member when they are directed to our department.
Scope of Role & Responsibilities Recertification/renewal of membership
Build appropriate mechanisms to meet and exceed recertification targets set by the department
Make the recertification process as easy and seamless as possible for our members
Assist 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
Maintain daily outreach and renewal goals set through business needs to increase overall retention
Build positive relationships with members resulting in continued member retention with the Plan
Propose and participate in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle
Customer Needs and insights
Identify customer needs in every customer interaction and ensure that the customer is connected to the appropriate solutions as quickly, efficiently, and empathetically as possible
Build customer insights through collecting data and building a repository of differentiated customer needs
Flag any continuously occurring issues so that Customer Success team can work on identifying trends and resolution
Use every customer interaction as an opportunity to build and develop the MetroPlusHealth relationship and develop customer loyalty
Enrollment and Retention Support
Assist 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, etc.
Provide end-to-end customer support to drive customer satisfaction and improve customer experience
Interface with internal and external stakeholders to ensure complete resolution
Communicate verbally and in writing with members for all necessary member retention activities
Implement and execute all processes that involve member retention including working with relevant departments to ensure adequate outreach and member attendance, team coaching, peer-to-peer support, and escalation as needed
Process Improvements and Analytics
Devise solutions in response to member dissatisfaction/complaints/issues to support ongoing organizational improvement efforts
Support any ad hoc projects on process improvements
Conduct one-on-one and group presentations inviting new members so that leads are generated and forwarded to the Sales Department
Conduct regular competitor analysis and make changes to member retention techniques as needed
Provide reports and data trending as requested
Other duties as assigned
Required Education, Training & Professional Experience
Bachelor's Degree and 1-3 years of managed care experience OR
Associate's Degree and 3-5 years of managed care experience.
Experience in direct consumer contact, including customer engagement, customer services, sales, community engagement, etc. preferred
Bilingual preferred
Licensure and/or Certification Required
Employees in this position will be required to complete and pass the NY State of Health approved training program and become certified as a Marketplace Facilitated Enroller (MFE)/Certified Application Counselor (CAC). Employees must also complete all annual recertification requirements and maintain this certification for the duration of their assignment.
Professional Competencies
Integrity and trust
Customer experience focus
Ability to collaborate with different stakeholders
Functional/technical skills
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