Job Summary
Responsible for continuous quality improvements regarding member engagement and member
retention. Represents Member issues in areas involving member impact and engagement including:
New Member Onboarding, member plan benefits education, and the development/maintenance
of Member Materials.
Knowledge/Skills/Abilities
Conducts direct outreach to new Medicare members to provide personal assistance with their new MAPD, DSNP, and MMP plans. Serves as an advocate to ensure members are well informed about plan benefits, provider options and how to use their new plan benefits. Serve as the member’s navigator during the onboarding process and address any plan questions and anticipate any issues that may arise. Determine the nature of the member's needs and interests; inform members of their plan resources and benefits with a focus on the member’s area of interest/needs; and follow up with member to ensure needs are met and member is having a positive plan experience. Develop relationship with member to be the go-to person with any future issues or questions. Log all contacts in a database. Participate in Member engagement work groups as needed to ensure Medicare member needs are being anticipated and addressed. Participates in regular member benefits training with health plan, including the member advocate/engagement role.
Job Qualifications
REQUIRED EDUCATION:
High School diploma.
REQUIRED EXPERIENCE:
2 years experience in customer service, consumer advocacy, and/or health care systems. Experience
conducting intake, interviews, and/or research of consumer or provider issues. Excellent written and verbal communication skills to collaborate internally and externally with members, providers, team members, and manager. Basic understanding of managed healthcare systems and Medicare.
PREFERRED EDUCATION:
Associate's or Bachelor's Degree in Social Work, Human Services, or related field.
PREFERRED EXPERIENCE:
Experience with Medicare and Medicare managed plans such as MAPD, DSNP, and MMP.
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.