Member Retention Representative - Bilingual

About the role

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.

Key responsibilities include conducting outbound calls to identified “At Risk” members, onboarding new enrollees, and working as a liaison between the Sales/Marketing team and new enrollees to address any issues that arise during and after enrollment.

Additionally, the role involves participating in VNS Health Member Health Fairs, providing on-site presence at VNS Health locations, collaborating with Health Plan teams to resolve member issues, and capturing relevant data related to member dissatisfaction and disenrollment.

Responsibilities

• Conduct outbound calls to identified “At Risk” members to encourage continued enrollment
• Onboard new enrollees into VNS Health, including assisting with OTC card activation, PCP assignment, verifying contact information, and reviewing benefits
• Work as a liaison between the Sales/Marketing team and new enrollees to address any issues that arise during and 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

Qualifications

• Medicare License preferred
• Bachelor's Degree or equivalent work experience 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
• 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

Pay

The pay range for this role is USD $25.46 - USD $31.86 per hour.

About Us

VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We’re one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day.