CUSTOMER EXPERIENCE CONSULTANT

Customer Experience Consultant

Job Ref : 71875

Category : Member Services

Department : MHP CUSTOMER EXPERIENCE OPS

Location : 50 Water Street, 7th Floor, New York, NY 10004

Job Type : Regular

Employment Type : Full-Time

Hire In Rate : $50,000.00

Salary Range : $50,000.00 - $58,000.00

About NYC Health + Hospitals

MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc.

As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus network includes over 27,000 primary care providers, specialists and participating clinics.

For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Customer Experience Consultant is responsible for working with MetroPlus members throughout their lifecycle with the Plan to ensure their needs are met and issues resolved in a swift and efficient manner.

He / she will work as a liaison between the Plan and members to ensure proper processes are introduced and implemented such that the member experience is enhanced.

He / she will provide excellent customer service ultimately resulting in member retention. He / she is responsible for overseeing all aspects of member retention including, but not limited to the following :

Job Description

• Building positive relationships with members resulting in continued member retention with the Plan
• Assisting members with completion of recertification applications
• Working with members in resolving their issues in quick and efficient manner while providing excellent customer service.
• Interfacing with the Call Center to address member issues
• Assisting members with special circumstances and working with ICM and other areas to coordinate service needs for covered benefits
• Devising solutions in response to member complaints / issues to support ongoing organizational improvement efforts
• Proposing and implementing initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle
• Devising engagement and loyalty initiatives by understanding the communities and cultures MetroPlus serves
• Developing and leveraging relationships within the community to facilitate higher levels of awareness and understanding of various MetroPlus products and their respective benefits
• Promoting the MetroPlus brand throughout the community and participating in various public relations opportunities
• Representing the Plan by participating in Health Fairs and other events in the community where the Plan may be participating.
• Tracking and documenting all member interactions, analyzing the associated data and making recommendations to management and other operational areas to improve member experience
• Identifying and tracking disenrollment reasons to minimize disenrollment
• Drafting and reviewing communications in support of member retention initiatives, communicating verbally and in writing with members to ensure members remain in the Plan
• Implementing and executing all processes that involve Member Retention 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.
• Conducting regular competitor analysis and make changes to the member retention techniques as needed.
• Improving customer service by recommending improved processes
• Providing reports and data as requested

Minimum Qualifications

• Building positive relationships with members resulting in continued member retention with the Plan
• Assisting members with completion of recertification applications
• Working with members in resolving their issues in quick and efficient manner while providing excellent customer service.
• Interfacing with the Call Center to address member issues
• Assisting members with special circumstances and working with ICM and other areas to coordinate service needs for covered benefits
• Devising solutions in response to member complaints / issues to support ongoing organizational improvement efforts
• Proposing and implementing initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle
• Devising engagement and loyalty initiatives by understanding the communities and cultures MetroPlus serves
• Developing and leveraging relationships within the community to facilitate higher levels of awareness and understanding of various MetroPlus products and their respective benefits
• Promoting the MetroPlus brand throughout the community and participating in various public relations opportunities
• Representing the Plan by participating in Health Fairs and other events in the community where the Plan may be participating.
• Tracking and documenting all member interactions, analyzing the associated data and making recommendations to management and other operational areas to improve member experience
• Identifying and tracking disenrollment reasons to minimize disenrollment
• Drafting and reviewing communications in support of member retention initiatives, communicating verbally and in writing with members to ensure members remain in the Plan
• Implementing and executing all processes that involve Member Retention 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.
• Conducting regular competitor analysis and make changes to the member retention techniques as needed.
• Improving customer service by recommending improved processes
• Providing reports and data as requested
30+ days ago