Member Retention Representative, Bilingual Mandarin/Cantonese

Company: VNS Health
Location: New York
Posted on: June 1, 2025

Job Description:

OverviewPerforms outreach to identified new and existing members to help navigate positive experiences with the Health Plan and ensure member satisfaction to minimize rapid disenrollments. Advocates will assist by resolving escalations and complex issues and eliminate service interruptions to retain members.What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, including Medical, Dental, Vision, Life, and Disability
• Employer-matched retirement savings funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, CEU credits, and other development opportunitiesWhat You Will Do
  • Conduct outbound calls to identified "At Risk" members to encourage continued enrollment by ensuring satisfaction and addressing issues
  • Assist with onboarding new enrollees, including OTC card activation, PCP assignment, verifying contact information, reviewing benefits, and guiding through plan design
  • Act as a liaison between Sales/Marketing and new enrollees to resolve issues during and after enrollment
  • Participate in VNS Health Member Health Fairs, including registration, answering questions, and providing support
  • Provide on-site support at VNS Health locations, addressing issues and collaborating with teams to resolve member dissatisfaction
  • Capture data on member dissatisfaction and disenrollment to provide feedback for process improvements
  • Ensure high customer satisfaction through proactive support and active listening
  • Follow CMS guidelines, stay updated on marketing policies, and develop product/system knowledge
  • Participate in special projects and perform other duties as assignedQualificationsLicenses and Certifications:
    • Medicare License, preferredEducation:
      • Bachelor's Degree or equivalent work experience, preferredWork Experience:
        • Bi-lingual skills in Mandarin/Cantonese, required
        • Minimum of two years in customer service, medical, or managed care environment, required
        • Excellent communication skills, required
        • Willingness to attend training and certification classes, required
        • Experience connecting customers with resources, required
        • Strong service knowledge and hospitality skills, required
        • Warmth and empathy for customers, required
        • Technologically savvy, quick learner of IT systems, required
        • Flexibility to travel and work in a physical office when needed, required
        • Experience in direct customer communication and navigating medical and managed care systems, preferredPay RangeUSD $25.46 - USD $31.86 /Hr.About UsVNS Health is one of the nation's largest nonprofit home and community-based health care organizations. With over 130 years of innovation, we help people live, age, and heal in their own homes, connected to family and community. Over 10,000 team members serve more than 43,000 neighbors daily, providing compassionate care and 24/7 resources. Powered by data analytics, we offer a full range of health care services and solutions designed to meet diverse community needs in New York and beyond.
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Keywords: VNS Health, Yonkers , Member Retention Representative, Bilingual Mandarin/Cantonese, Other , New York, New York