Customer Success Consultant

Overview

The Customer Success Consultant is responsible for supporting Metro Plus Health  members and other key stakeholders across their journey. They are leaders in the organization working across all parts of the organization and embodying empathy, technical skills, and organizational savvy to get the members quickly to the solutions they need while promoting the Metro Plus Health  brand and ensure a successful outcome in member retention and satisfaction.

The Customer Success Consultant will work as a liaison to ensure proper processes are introduced and implemented such that the Metro Plus Health  experience is enhanced. The Customer Success Consultant will provide excellent customer experience, resulting in member retention through both inbound and outbound outreach and acting as a single point of contact for the member when they are directed to our department.

The Customer Success Consultant is responsible for overseeing all aspects of member retention including, but not limited to the following:

• Recertification/renewal of membership
  • Build appropriate mechanisms 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
  • Build positive relationships with members resulting in continued member retention with the Plan
  • Proposing and participating in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle
• Customer Needs and insights
  • Identify customer needs in every customer interaction and ensure that the customer is connected to the appropriate solutions as quickly, efficiently, and empathetically as possible
  • Building Customer Insights through collecting data and building a repository of differentiated customer needs
  • Flag any continuously occurring issues so that Customer Success team can work on identifying trends and resolution
  • Use every customer interaction as an opportunity to build and develop the Metro Plus Health  relationship and develop customer loyalty
• 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 etc.
  • 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
  • Implementing and executing all processes that involve Member Retention including but not limited to, working with the appropriate departments to ensure adequate outreach and member attendance, team coaching, peer to peer support and escalation as needed.
• Process Improvements and Analytics:
  • Devising solutions in response to member dissatisfaction/ complaints/issues to support ongoing organizational improvement efforts
  • Support any ad hoc projects on process improvements
  • Conduct one-on-one and group presentations inviting new members so that leads are generated and forwarded to the Sales Department.
  • Conduct regular competitor analysis and make changes to the member retention techniques as needed.
  • Providing reports and data trending as requested
  • Other duties as assigned

• Bachelor’s Degree and 1-3 years of managed care experience OR
• Associate’s Degree and 3-5 years of managed care experience.
• Experience in direct consumer contact, including, but not limited to, customer engagement, customer services, sales, community engagement, etc. preferred
• Bilingual preferred

• Employees in this position will be required to complete and pass the NY State of Health approved training program and become certified as a Marketplace Facilitated Enroller (MFE)/Certified Application Counselor (CAC). Employees in this position must also complete all annual recertification requirements and maintain this certification for the duration of their assignment.

• Integrity and trust
• Customer Experience Focus
• Ability to collaborate with different stakeholders
• Functional/Technical skills