VNS Health
Member Retention Representative, Bilingual Creole
VNS Health, New York, New York, us, 10261
OverviewPerforms outreach to identified new and existing members to help navigate positive experiences with the Health Plan and ensure member satisfaction to minimize rapid disenrollments. Advocates will assist by resolving escalations and complex issues and eliminate service interruptions to retain members. Works under moderate supervision.
Compensation:$25.46 - $31.86 HourlyWhat We ProvideReferral bonus opportunitiesGenerous paid time off (PTO), starting at
20 days of paid time off
and 9 company holidaysHealth insurance plan for you and your loved ones, Medical, Dental, Vision, Life and DisabilityEmployer-matched retirement saving fundsPersonal and financial wellness programsPre-tax flexible spending accounts (FSAs) for healthcare and dependent careGenerous tuition reimbursement for qualifying degreesOpportunities for professional growth and career advancementInternal mobility, generous tuition reimbursement, CEU credits, and advancement opportunitiesWhat You Will DoConduct outbound calls to identified “At Risk” members to encourage continued enrollment by ensuring member satisfaction with their current services and address any issues they may have.Onboard new enrollees into VNS Health, including assisting with OTC card activation, PCP assignment, verifying contact information, reviewing benefits and guiding them through the plan design.Work as a liaison between the Sales/Marketing team and new enrollees to address any issues that arise during after enrollment.Participate in VNS Health Member Health Fairs, including member registration, answering questions and providing support during the event.Provide on-site presence at VNS Health locations to aid and support, ensuring any issues identified during these visits are addressed. Collaborate with Health Plan teams to resolve member issues and immediately address member dissatisfaction.Capture relevant data related to member dissatisfaction and disenrollment and provide internal feedback on how to improve member retention. Identify opportunities for process improvements.Ensure a high level of customer satisfaction through proactive support and active listening.Perform all duties within CMS guidelines, following all rules and regulations and stay up to date on all new marketing policies.Develop and maintain knowledge of products, services and systems as required.Participate in special projects and perform other duties as assigned.
QualificationsLicenses and Certifications:Medicare License, preferred
Education:Bachelor's Degree or equivalent work experience, preferred
Work Experience:Bilingual in Creole and/or SpanishMinimum of two years of experience working with customers in customer service, medical or managed care environment requiredExcellent verbal and written communication skills, requiredWillingness to attend appropriate training and certification classes, requiredConnecting customers with resources, requiredAbility to demonstrate excellent service knowledge and hospitality, requiredPossesses optimistic warmth and empathy for the customers’ experience, requiredTechnologically savvy, with the ability to quickly learn and navigate different information technology systems, requiredFlexibility to travel to, and work in a physical office site when needed, requiredBi-lingual skills, preferredExperience communicating directly with customers and assessing needsKnowledgeable on how to navigate all aspects of medical care and managed care system, health, and wellness, preferred
#J-18808-Ljbffr
Compensation:$25.46 - $31.86 HourlyWhat We ProvideReferral bonus opportunitiesGenerous paid time off (PTO), starting at
20 days of paid time off
and 9 company holidaysHealth insurance plan for you and your loved ones, Medical, Dental, Vision, Life and DisabilityEmployer-matched retirement saving fundsPersonal and financial wellness programsPre-tax flexible spending accounts (FSAs) for healthcare and dependent careGenerous tuition reimbursement for qualifying degreesOpportunities for professional growth and career advancementInternal mobility, generous tuition reimbursement, CEU credits, and advancement opportunitiesWhat You Will DoConduct outbound calls to identified “At Risk” members to encourage continued enrollment by ensuring member satisfaction with their current services and address any issues they may have.Onboard new enrollees into VNS Health, including assisting with OTC card activation, PCP assignment, verifying contact information, reviewing benefits and guiding them through the plan design.Work as a liaison between the Sales/Marketing team and new enrollees to address any issues that arise during after enrollment.Participate in VNS Health Member Health Fairs, including member registration, answering questions and providing support during the event.Provide on-site presence at VNS Health locations to aid and support, ensuring any issues identified during these visits are addressed. Collaborate with Health Plan teams to resolve member issues and immediately address member dissatisfaction.Capture relevant data related to member dissatisfaction and disenrollment and provide internal feedback on how to improve member retention. Identify opportunities for process improvements.Ensure a high level of customer satisfaction through proactive support and active listening.Perform all duties within CMS guidelines, following all rules and regulations and stay up to date on all new marketing policies.Develop and maintain knowledge of products, services and systems as required.Participate in special projects and perform other duties as assigned.
QualificationsLicenses and Certifications:Medicare License, preferred
Education:Bachelor's Degree or equivalent work experience, preferred
Work Experience:Bilingual in Creole and/or SpanishMinimum of two years of experience working with customers in customer service, medical or managed care environment requiredExcellent verbal and written communication skills, requiredWillingness to attend appropriate training and certification classes, requiredConnecting customers with resources, requiredAbility to demonstrate excellent service knowledge and hospitality, requiredPossesses optimistic warmth and empathy for the customers’ experience, requiredTechnologically savvy, with the ability to quickly learn and navigate different information technology systems, requiredFlexibility to travel to, and work in a physical office site when needed, requiredBi-lingual skills, preferredExperience communicating directly with customers and assessing needsKnowledgeable on how to navigate all aspects of medical care and managed care system, health, and wellness, preferred
#J-18808-Ljbffr