We're looking for Customer Service Representative for our client with a leading hospital in New York, NY.
Please find below details of the position.
Position: Customer Service Representative - Hybrid Role
Location: New York, NY.
Duration: 2 months contract with extension possibilities.
Shift: 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.
*2 days in office, 3 days remote (field work not required)
Pay - $23/hr
Scope of Role & Responsibilities:
- 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, Training & Professional Experience:
- Associate’s Degree and minimum 1 year of experience in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement.; OR
- 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
