Job Description

Job Summary

Responsible for the oversight and performance of the Market Growth Retention team, focused on our Medicaid, CHP AND Essential plan products, driving strategic solutions that impact member retention, decrease disenrollment, increase member satisfaction, brand awareness and drive quality initiatives. Collaborating with the Market Growth Leadership team and internal business areas to ensure an exceptional member experience and development of the Market Growth Retention Team.

This role is remote but will require some travel to the NY office once a month for staff meetings. 

Job Duties

• Responsible for strategically driving campaign management, ensuring timely outreaches, limiting member abrasion and that the Market Growth Retention team is is hitting required outreach targets.
• Regular monitoring of our renewal and term rates, drilling into opportunity, impact, and researching for the purpose of improving our retention strategies, efforts and retention rates.
• Building strategic, data driven-improvement plans and ensuring implementation.
• Assist in the creation and development of departmental P & P’s
• Identify enhancements and implement new technology, training or tools for the Retention staff and department as needed.
• Manages and develops a team of supervisors and retention reps focused on meeting or exceeding established performance targets.  Targets may be based upon plans, federal or state requirements as dictated.
• Handles all monthly marketing material mailings and strategize with  corporate on digital marketing timelines.
• Collaborate with Work Force Management on developing models for long range forecasting, as well partnering on the daily management  of volumes, staffing, scheduling and monitoring activities of the telephonic team, to ensure we are driving optimal performance.
• Acts as liaison for the Market Growth Retention department with provider network and our key provider groups on the development and driving retention initiatives that help promote growth, member retention and decrease disenrollment. 
• Assist with complex member issues involving NYSOH, LDSS, HRA or our internal business areas for resolution of the members concern.
• Responsible for departmental reporting and the population of monthly State submissions. 
• Collaborate with the Quality audit team to ensure the conduction of audits and calibrations are ocurring for coaching, development and improvement opportunities of the staff and member experience and that we are compliant with the State.
• Maintain knowledge of Medicaid, CHP, Essential plans,  NYSOH Exchange, Human Resource Administration and Local Department of Social Services requirements and regulations. Ensuring that the Market Growth Retention team completes all required compliance related activities and maintains current knowledge of NYSOH, LDSS and HRA. 
• Collaborate cross functionally with other business areas and leaders on identification of opportunities to improve our member and provider experience, increase brand awareness, decrease disenrollments, and promote growth, retention, care management and quality initiatives.
• Access a number of organizational based platforms and tools for the purpose of inputting and outputting data, related to documenting member care, status, renewal status etc. (such as: Salesforce, CCA, Sharepoint, Excel, Genesys etc…)
• Some in office trainings and field work required; will be based on business needs

Job Qualifications

REQUIRED EDUCATION:

Bachelor’s Degree or equivalent combination of education and experience

REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES:

• 3 - 5 years’ experience with government and state sponsored programs in the healthcare industry
• 2 - 4 years’ experience of telephonic and customer service staff management
• Strategic thinking and solution-based problem-solving skills and effective execution required
• Ability to effectively communicate and present, both orally and written

PREFERRED EDUCATION:

Graduate degree or equivalent combination of education 

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.