Call Center Representative II – MetroPlusHealth | NYC

📍 Location: 50 Water Street, 7th Floor, New York, NY 10004
🏢 Company: MetroPlusHealth
📌 Department: Call Center
💼 Employment Type: Full-Time | Regular
💰 Salary: $55,000 per year

Join MetroPlusHealth Today!

MetroPlusHealth is dedicated to empowering New Yorkers by uniting communities through quality healthcare. As a wholly-owned subsidiary of NYC Health + Hospitals, we serve the Bronx, Brooklyn, Manhattan, Queens, and Staten Island, offering comprehensive healthcare plans, including Medicaid, Medicare, Child Health Plus, MetroPlus Gold, and more.

For over 30 years, we’ve been committed to providing exceptional customer service and healthcare solutions, ensuring that every New Yorker has access to high-quality medical care.

📞 Job Overview

As a Call Center Representative II, you will be responsible for delivering exceptional service to customers by assisting with inquiries, complaints, provider selections, claims, and membership services. In addition to handling high-volume calls, you will also provide support to management staff, assist in complaint resolution, and escalate issues when necessary.

📝 Key Responsibilities:

✅ Customer Assistance & Support: Handle customer inquiries related to eligibility, benefits, services, claims, and authorizations.
✅ Issue Resolution: Strive for first-call resolution, ensuring customer concerns are addressed promptly.
✅ Documentation: Accurately record all customer interactions in the tracking system and follow up as needed.
✅ Outreach & Retention: Conduct new member orientations, assist in PCP selection, and provide guidance on MetroPlusHealth’s network of providers.
✅ Complaint Management: Identify and log customer complaints, escalating complex issues as necessary.
✅ Enrollment & Sales Support: Handle enrollment inquiries and generate sales leads for potential new members.
✅ Data Verification: Verify and update member demographic information to maintain accurate records.
✅ Material Requests: Process requests for ID cards, provider directories, and member guides.
✅ Claims & Billing: Assist members with claims review inquiries and process premium payments.
✅ Special Projects: Support management with PCP monthly projects, MIS assignments, and provider error reports.

📌 Must-Have Qualifications

🔹 Education: High School Diploma or successful completion of a High School Equivalency Program.
🔹 Experience: Minimum 3 years of experience in a high-volume call center environment.
🔹 Healthcare Industry Background: Proven customer service experience in healthcare, insurance, medical clinics, or doctor’s offices.
🔹 Tech-Savvy: Ability to use dual monitors, CRM software, and other digital tools.
🔹 Strong Communication Skills: Excellent verbal and written communication to interact professionally with customers.
🔹 Attention to Detail: Ability to work efficiently in a fast-paced environment while maintaining accuracy.
🔹 Problem-Solving Ability: Poise under pressure when dealing with difficult situations and upset customers.

📅 Work Schedule & Training

🕒 Full-Time Work Hours:
✔ Monday – Friday: 8:00 AM – 8:00 PM
✔ Saturday: 9:00 AM – 5:00 PM

🎓 Paid Training:
✔ Monday – Friday: 9:00 AM – 5:00 PM

🚀 Why Join MetroPlusHealth?

✔ Mission-Driven Organization: Be part of a company that is committed to making healthcare accessible to all.
✔ Diverse & Inclusive Culture: Work in an inclusive environment that values diversity, equity, and collaboration.
✔ Career Growth: We invest in our employees, offering training, career development, and promotional opportunities.
✔ NYC-Based Opportunity: Work at our New York City headquarters, serving communities across the five boroughs.

🌟 What We Offer – Perks & Benefits!

✔ Competitive Salary: Earn a fixed salary of $55,000 per year
✔ Comprehensive Benefits: Medical, dental, and vision insurance
✔ 401(k) Retirement Plan: Secure your financial future
✔ Paid Time Off: Vacation, sick leave, and personal days
✔ Paid Training: Hands-on training to help you succeed
✔ Career Growth Opportunities: Internal promotions & professional development
✔ Inclusive Work Environment: Join a team that values diversity & collaboration

📢 Apply Today & Join MetroPlusHealth!

Are you ready to make a difference in the lives of New Yorkers? Join MetroPlusHealth as a Call Center Representative II and take the next step in your customer service career!

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