Customer Service Representative

Title: Customer Success Specialist I – Member Services
Location: New York, NY 10004
Duration: 8 weeks (December 7, 2026 – January 30, 2027)
Shift: Day Shift, 9:00 AM – 5:00 PM
Schedule: Monday–Friday, 5 days/week, 7 hours/day, 35 hours/week. Hybrid work arrangement. Non-patient-facing position.
Pay: $22/hr.

Note: Bilingual proficiency is required in English and at least one of the following languages: Spanish, Chinese, Russian, Bengali, Urdu, Korean, or Haitian Creole. 

Requirements

• High School Diploma or GED.

• Minimum 1 year of experience.

• Customer service experience.

• Experience with telephone outreach, member retention, and recertification.

• Knowledge of patient privacy and confidentiality.

• Bilingual proficiency in English and at least one of the following languages: Spanish, Chinese, Russian, Bengali, Urdu, Korean, or Haitian Creole.

• Strong verbal and written communication skills.

Responsibilities

• Serve as a primary point of contact for MetroPlusHealth members and key stakeholders throughout the customer journey.

• Support member retention and recertification across Medicaid, Medicare, MLTC, CHP, and EP lines of business.

• Conduct inbound and outbound telephone outreach to members due for recertification, including outreach during morning, afternoon, and weekend hours as needed.

• Assist members with completing recertification applications and meeting renewal requirements.

• Meet daily outreach and renewal targets established by the department.

• Assist members with enrollment activities, including changing lines of business, re-enrollment due to administrative issues, and premium payments.

• Help members select a Primary Care Physician (PCP) and locate providers and vendors within the plan's network.

• Provide end-to-end customer support and coordinate with internal and external stakeholders to resolve member issues.

• Communicate with members verbally and in writing regarding retention and enrollment activities.

• Address member dissatisfaction, complaints, and service issues by identifying appropriate solutions.

• Identify and report common trends from member outreach.

• Support process improvement initiatives and ad hoc projects.

• Maintain member privacy and confidentiality in accordance with established procedures.