Member Experience Consultant

About NYC Health + HospitalsMetroPlus 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 OverviewThe Customer Experience Consultant is responsible for supporting MetroPlusHealth members and other key stakeholders across their critical journey points to ensure their needs and issues are resolved in a swift and efficient manner.He/she will work as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. He/she will provide excellent customer experience ultimately resulting in member retention through both inbound and outbound outreach. He/she is responsible for overseeing all aspects of member retention including, but not limited to the following: Job DescriptionBuilding positive relationships with members resulting in continued member retention with the Plan Specializing in functions that enhance customer experience and retention as per business requirementsMaintaining daily Outreach and Renewal goals set through business needs to increase overall retentionAssisting members with completion of all enrollment activities including but not limited to changing LOBs to ensure member is in the optimal plan, re-enrolling members due to administrative issues etc. Assisting members with completion of recertification applications Providing end to end customer support to drive customer satisfaction and improve customer experience Interfacing with internal and external stakeholders to ensure complete resolution Building Customer Insights through collecting data and building a repository of differentiated customer needsDevising solutions in response to member complaints/issues to support ongoing organizational improvement efforts Proposing and participating in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle Promoting the MetroPlusHealth brand throughout the community and participating in various public relations opportunities to improve awareness of MetroPlusHealth products, benefits and initiativesCommunicating verbally and in writing with members for all necessary Member Retention activitiesImplementing 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, team coaching, peer to peer support and escalation as needed. 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 experience by recommending improved processes Providing reports and data as requested Other duties as assignedMinimum QualificationsBachelor''s Degree and a minimum of 5-8 years of experience in direct consumer contact, including, but not limited to, customer experience, customer services, sales, community engagement, etc. ANDPrior experience in public speaking, leading meetings and presentations; ANDExperience in data analysis, tracking and analyzing trends, studying market best practiceLicensure and/or Certification RequiredCAC Certification Required (Candidate must obtain CAC certification within the first month of employment)Professional CompetenciesIntegrity and trustCustomer Experience FocusFunctional/Technical skills Written and Oral Communication skillsConflict ResolutionPatienceProblem-solving skills

Created: 2021-11-29