Job Description
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 MetroPlusHealth 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 trendingas requested
- Other duties as assigned
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