What are the responsibilities and job description for the Member Retention Representative, Bilingual position at VNS Health?
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.
What We Provide
Referral bonus opportunities
Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays
Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
Employer-matched retirement saving funds
Personal and financial wellness programs
Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
Generous tuition reimbursement for qualifying degrees
Opportunities for professional growth and career advancement
Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities
What You Will Do
Conduct 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
On Boarding 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.
Performs all duties within CMS guidelines, following all rules and regulations and stays up to date on all new marketing policies.
Develops and maintains knowledge of products, services and systems as required.
Participates in special projects and performs other duties as assigned.
Qualifications
Licenses and Certifications :
Medicare License, preferred
Education :
Bachelor's Degree or equivalent work experience, preferred
Work Experience :
Bi-lingual skills in Creole, Spanish, Mandarin or Cantonese, required
Minimum of two years of experience working with customers in customer service, medical or managed care environment, required
Excellent verbal and written communication skills, required
Willingness to attend appropriate training and certification classes, required
Connecting customers with resources, required
Ability to demonstrate excellent service knowledge and hospitality, required
Possesses optimistic warmth and empathy for the customers' experience, required
Technologically savvy, with the ability to quickly learn and navigate different information technology systems, required
Flexibility to travel to, and work in a physical office site when needed, required
Experience communicating directly with customers, assessing needs, and Knowledgeable on how to navigate all aspects of medical care and managed care system, health, and wellness, preferred
Compensation$25.46 - $31.86 HourlyAbout Us VNS Health is one of the nation's largest nonprofit home and community-based health care organizations. Innovating in health care for more than 130 years, our commitment to health and well-being is what drives us-we help people live, age and heal where they feel most comfortable, in their own homes, connected to their family and community. On any given day, more than 10,000 VNS Health team members deliver compassionate care, unparalleled expertise and 24 / 7 solutions and resources to the more than 43,000 "neighbors" who look to us for care. Powered and informed by data analytics that are unmatched in the home and community-health industry, VNS Health offers a full range of health care services, solutions and health plans designed to simplify the health care experience and meet the diverse and complex needs of the communities and people we serve in New York and beyond.
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