Job Ref: 133329
Category: Member Services
Department: CALL CENTER
Location: 50 Water Street, 7th Floor,
New York,
NY 10004
Job Type: Regular
Employment Type: Full-Time
Salary Range: $48,791.00 - $48,791.00
MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.
MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 40 years, MetroPlusHealth has been committed to building strong relationships with its members and providers.
Position Overview
Customer Service Representatives (CSRs) are responsible for providing comprehensive high-quality service to all customers. The primary responsibilities, include but are not limited to, answering customer calls, proactively working to resolve our members and providers questions and concerns, responding to and documenting all customer encounters, intaking complaints, conducting outreach and retention efforts, assisting with Primary Care Provider (PCP) selections and handling all provider inquiries related to eligibility, claims and authorizations.
8:00 A.M – 4:00 P.M
9:00 A.M – 5:00 P.M
10:00 A.M – 6:00 P.M
11:00 A.M – 7:00 P.M
12:00 A.M – 8:00 P.M
Strive for first call resolution, working to resolve member and provider issues as the point of contact
Utilize dual monitors and leverage computer-based resources to find answers to customer questions
Research and respond accurately to all customer inquiries related to eligibility, benefits/services, claims and authorizations.
Classify and record all customer encounters clearly and concisely.
Identify and escalate complex issues and provide follow-up/closure.
Identify and intake customer complaints capturing all pertinent information.
Assist members with PCP selection, as well as, locating providers and vendors within plan’s network.
Verify and update member demographic information.
Process requests for member materials, such as ID cards, member guide, provider directory, etc.
Handle enrollment inquiries and generate sales leads.
Handle disenrollment requests and pro-actively conduct retention efforts.
Perform outreach related to New Member Orientation and PCP term/reassign projects.
Process premium payments.
All other duties and special projects as assign by the Director of Customer Service.
Ability to work between 8:00 AM and 6:00 PM Monday - Friday, and 9:00 AM-5:00 PM Saturday.
Training class (Paid): 9:00 AM-5:00 PM Monday-Friday.
High School graduation or evidence of having satisfactory passed a High School Equivalency Program; and
Minimum 1 year experience in a call center environment; or
A satisfactory equivalent combination of education, training, and experience.
Managed care experience preferred.
Proven experience in providing excellent service to customers in various healthcare related areas, (i.e., insurance, doctor’s office, medical clinics).
Poise under pressure when dealing with difficult situations and potentially upset customers.
Ability to work in a fast-paced environment while keeping a high attention to detail.
Professional Competencies
Integrity and Trust
Customer Focus
Functional/Technical Skills
Written/Oral Communication
NYC Health and Hospitals offers a competitive benefits package that includes:
Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
Retirement Savings and Pension Plans
Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
Loan Forgiveness Programs for eligible employees
College tuition discounts and professional development opportunities
College Savings Program
Union Benefits for eligible titles
Multiple employee discounts programs
Commuter Benefits Programs
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