Job Summary

Responsible for supporting the Market Growth & Retention team staff, in driving exceptional member experience, leading to member retention and quality improvements. 
Support the team in addressing day to day member issues, ensuring the team is executing on all retention and quality initiatives for our Medicaid, Child Health Plus and Essential Plan members.
Collaborate with Workforce Management on daily scheduling and monitoring of telephonic activity.
Cross functionally interact with other business areas (Care Management, Quality, Member Experience, Billing, Enrollment etc..) and leaders on identification of opportunities to improve our member and provider experience, satisfaction, retention and quality initiatives.

Job Duties

• Responsible for the daily oversight and management of the Market Growth Retention team staff. Including, reporting out on daily performance and productivity of the staff and call center.
• Provides training, live coaching, 1:1’s, monitoring of calls, ensures that the daily workloads, departmental productivity measures are being met and staff development and support is provided.
• Reviews daily reports and metrics for strategic solutions and recommendations regarding renewals and term rates.
• Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Addresses more complex member inquiries, questions and concerns in all areas including enrollment, premium inquiries, quality, claims, benefit interpretation, and referrals/authorizations for medical care etc..
• Assists with outreach to our harder to reach populations; ie: late renewals, post terms, roster, premium     and quality initiatives.
• Participates in the development of new technology, training or tools for the Retention staff and department.
• Collaborate cross functionally with other business areas and leaders on identification of opportunities to improve our member and provider experience, satisfaction, 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…)
• Oversight of staff in demonstrated high foot traffic locations may be required
• Attend and assist with in-person member retention community events
• Assist with the onboarding and training of new hire staff
• Other tasks or special projects  as required or directed
• Some in office trainings, meetings, and field work required; will be based on business needs

Job Qualifications

REQUIRED EDUCATION:

Associate’s Degree or equivalent combination of education and experience

REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES:

• 2 - 4 years’ experience with government and state sponsored programs in the healthcare industry
• 1 - 2 years supervisory experience
• 3 - 5 years experience in a call center environment
• Strong analytical and problem solving skills
• Ability to effectively communicate and present, both orally and written

PREFERRED EDUCATION:

Bachelor’s Degree or equivalent combination of education and experience

PREFERRED EXPERIENCE:

5-7 years

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.