Customer Experience Specialist (Bilingual Spanish Required)

Req #:

3548

Job ID:

14995

Job Location:

New York, NY

Zip Code:

10041

Category:

Customer Service

Agency:

MJHS Corporate

Status:

Regular Full-Time

Office:

Office-based

Salary:

$61,463.13 - $73,755.75 per year

Our Corporate team may not provide direct care, but we still touch people's lives in a very real and substantial way. The services we provide contribute greatly to the overall patient and member experience, supporting our reputation for excellence.

The MJHS Difference

At MJHS, we are more than a workplace; we are a supportive community committed to excellence, respect, and providing high-quality, personalized health care services. We foster collaboration, celebrate achievements, and promote fairness for all. Our contributions are recognized with comprehensive compensation and benefits, career development, and the opportunity for a healthy work-life balance, advancement within our organization and the fulfillment of having a lasting impact on the communities we serve.

Benefits include:

• Tuition Reimbursement for all full and part-time staff
• Generous paid time off, including your birthday!
• Affordable and comprehensive medical, dental and vision coverage for employee and family members
• Two retirement plans! 403(b) AND Employer Paid Pension
• Flexible spending
• And MORE!

MJHS companies are qualified employers under the Federal Government’s Paid Student Loan Forgiveness Program (PSLF)

Responsibilities:

Under the supervision of the Director, Customer Experience, the Customer Experience Specialist will manage member engagement outreach initiatives to directly inform and influence member satisfaction and Elderplan’s customer service ratings. The Cusotmer Experience Specialist will use their customer service skills, patience, knowledge, understanding, and compassion to answer members’ concerns. The Customer Experience Specialist is also responsible to partner with EP departments including Quality, Care Management, Service Operations, and Grievance and Appeals departments to track member feedback based on quality of service, design and coordinate outbound call campaigns on member satisfaction, conduct Journey Mapping to make process recommendations for improving the flow of members through our system, and manage the member experience calendar to identify opportunities for engagement.

Qualifications:

• Bachelor of Arts, Bachelor of Science in one of the following: fine arts, liberal arts, or counseling.
• Work experience in community based organization, call center or member engagement a plus.
• Excellent interpersonal, organizational communication and analytical skills.
• Computer literacy with proficiency with Microsoft Office products is required.
• Bilingual (English/Spanish) is preferred. Fluency in other languages is welcomed.

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