Manager of Customer Success Concierge Services

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 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Manager of Customer Success Concierge Services will report to the Senior Director of Customer Success. This position will be responsible for daily oversight of customer escalations, ensuring holistic resolution, and supporting the success of facility concierge services. The incumbent will collaborate with matrix stakeholders to continue improving the overall experience of our customers. The successful candidate will provide leadership and guidance to Customer Success Concierge Services staff. Incumbent will assist the Senior Director of Customer Success in the success of Concierge Programs held at various facilities, ensuring plan members are aware of service and growing recognition of program to assist members through recertification process or address plan/benefit services on-site.

• Lead team of consultants and specialists to improve member experience, resolve escalations and improve member retention across all lines of business.
• Assist in the development / launch of Concierge Programs across facilities and ensure staff KPIs are met
• Assists in the development of internal talent to promote the vision of the future customer experience and retention model.
• Provide coaching and hold Team Meetings for staff to discuss updates, needs, and concerns.
• Proactively educate/ train staff to ensure empathy and proper handling of escalated member concerns.
• Directs tactical translation of customer success strategy for escalations and resolutions.
• Timely completion and submission of weekly/monthly reports requested by Senior Director of Customer Success, and Internal and/or External Stakeholders.
• Establishes, maintains, and utilizes positive working relationships with External Stakeholders including but not limited to: Hospital Facility Staff, Community Organizations, Community Providers, City and State Regulatory Agencies.
• Update and maintain department policies and procedures as needed.
• Promotes the mission, values and goals of the Customer Success Department and MetroPlusHealth
• Builds partnerships and relationships both internally and externally to promote positive member interactions across the company.

• Bachelor's Degree in Business Administration, Marketing, or satisfactory combination of education, training, and experience.
• Minimum of 3-5 years progressive experience in member experience in a health care setting, with at least three years of senior management preferred.
• 5 years of operational managed care experience.
• Proficient with NYSOH/ HRA Recertification Process.
• Knowledge of consumer/ member retention preferred.

Licensure and/or Certification Required

• Active CAC Certification

Professional Competencies

• Integrity
• Business Acumen
• Adaptability
• Emotional Intelligence
• Solutions Oriented
• Customer Service Focus
• High level collaborative skills
• Functional/Technical/ Analytical skills
• Written and Oral Communication skills
• Project Management skills

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