Location: New York,NY, USA
Overview Performs 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: 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 Bi-lingual skills, preferred 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 Hourly About UsVNS 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.