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.