Customer Success Specialist I (Customer Service Representative)
Location: New York, NY (Hybrid)
Schedule: Full-time (35 hours/week)
Shift: Monday–Friday, 9:00 AM – 5:00 PM
Patient Facing: No
Education: High School Diploma Required
Language: Bilingual preferred (English & Spanish; also English & Chinese, Russian, Bengali)
License: Not required
Organization Type: Confidential Health Plan (NY)
Role Overview
The Customer Success Specialist I supports health plan members and stakeholders throughout their service journey. This role focuses on member support, retention, and ensuring a smooth experience with enrollment, recertification, and issue resolution.
The specialist serves as a key point of contact, helping members navigate systems, complete applications, and access appropriate services while ensuring compliance with internal processes.
Key ResponsibilitiesMember Support & Retention
- Assist members with Medicaid, Medicare, MLTC, CHP, and other plan renewals
- Support recertification and renewal applications
- Conduct outbound and inbound outreach to maintain member enrollment
- Help members resolve enrollment and eligibility issues
- Guide members in selecting PCPs and finding in-network providers
- Ensure smooth resolution of member concerns and complaints
- Provide end-to-end customer service support
Enrollment & Case Management
- Assist with enrollment changes and re-enrollment processes
- Support members with premium payment or administrative issues
- Work with internal teams to resolve barriers affecting member experience
- Maintain accurate documentation of member interactions
- Ensure compliance with NYSOH processes and procedures
Communication & Coordination
- Communicate with members via phone and written correspondence
- Collaborate with internal departments to resolve member cases
- Act as liaison between members and organizational teams
- Provide clear explanations of plan benefits and processes
Process Improvement
- Identify recurring member issues and report trends
- Support process improvement initiatives
- Participate in special projects as assigned
- Contribute to improving member satisfaction and retention outcomes
Work Environment
- Hybrid work model
- High-volume customer support environment
- Focus on member experience, retention, and service quality
Equal Employment Opportunity Statement:
Noor Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.”
Physical Requirements:
This position requires the ability to perform the essential functions of the role, which may include standing for extended periods, bending, reaching, and lifting up to 50 pounds on an occasional basis, with or without reasonable accommodation. Physical demands may vary depending on assignment and client-site requirements
#MinOS
Pay: $21.00 - $23.00 per hour
Application Question(s):
- Do you have at least 1 year of call center experience?
- What bilingual language do you write, read and speak fluently? (Russian, Mandarin, Cantonese, Korean, Spanish )
Education:
- High school or equivalent (Required)
Work Location: Hybrid remote in New York, NY 10004
