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Member Satisfaction Coordinator (Bilingual Mandarin or Cantonese)

JOB SUMMARY:

Under the direction of the Director of Operations, the Member Satisfaction Coordinator will be responsible for providing support and advocacy for current and future Centers Plan for Healthy Living (MLTC, MAPD and FIDA) members. The Member Satisfaction Coordinator will assist members with inquiries regarding the Centers Plan for Healthy Living programs. The representative will assist with inbound/outbound inquiries, quality application review, outgoing outreach activities, and will coordinate with members to ensure a positive experience with Centers Plan for Healthy Living. The Member Satisfaction Coordinator will also engage in implementing retention strategies to improve the member experience and customer satisfaction.

PRIMARY RESPONSIBILITIES:

  • Interact with operating departments to research and resolve daily member issues ranging from network, prescriptions, dental, durable medical equipment and / or plan dissatisfaction to improve transition during the first 90 days of enrollment.
  • Conduct periodic member satisfaction calls to measure quality of plan performance.
  • Participate in implementation of retention strategies created by Clinical and Member Services.
  • Document call interactions and develop activity reports.
  • Maintain working knowledge of organizational, compliance and regulatory requirements associated with Centers Plan for Healthy Living various lines of business.
  • Perform other duties as assigned by Management.

EDUCATION:

Required:   High school Diploma required.

 

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