Member Retention Representative - Bilingual en Visiting Nurse Service of New York d/b/a VNS Health
Visiting Nurse Service of New York d/b/a VNS Health · New York, Estados Unidos De América · Hybrid
- Professional
- Oficina en New York
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.
Licenses and Certifications:
Medicare License, preferred
Education:
Bachelor's Degree or equivalent work experience, preferred
Work Experience:
Bi-lingual skills preferred
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
