Customer Success Specialist

Customer Success Specialist

Location: New York, NY, 10004 Initial Duration: 3 months with possible extension Shift Time: 9am to 5pm - 2days onsite and 3 days remote. Shift Time - 9 AM to 5 PM, required to work 1 Saturday a month (9 AM - 5 PM) Rotation on 1 late night alt weeks of 12-8 PM with flexibility. English/Spanish. Pay Range: $23 - $25/hr. on w2. Note: Spanish speaking candidate needed

Job Duties

The Customer Success Specialist is responsible for supporting client 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 Client 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:

• Recertification/renewal of membership
• Assist all line of business (Medicaid/Medicare/MLTC/CHP/EP) in retaining current qualified members by following a strategic daily work schedule that includes am and pm hours, field locations as well as weekends. This is designed to optimize telephone outreach with members due to recertify.
• 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.

Required Education

• Associate degree and minimum 1 year of experience in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement.
• High school degree and 3-5 years of experience in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement; Healthcare especially Managed Care experience preferred but not required.
• Bi-lingual preferred

Licensure and/or Certification Required

• The candidate must obtain Certified Application Counselor (CAC) certification within the first month of employment. Client will facilitate the training and certification process.

Skills

• Functional/Technical skills
• Highly organized with attention to detail
• Integrity and trust
• Customer Experience Focus
• Ability to collaborate with different stakeholders.
• Written and Oral Communication skills
• Conflict Resolution
• Patience
• Problem-solving skills