Member Retention Representative Responsible for answering inbound/outbound calls as they relate to member retention. Help educate, assist in completion of, and encourage compliance with reapplication processes for the Medicaid program in each of the ten Molina Healthcare states supported by the Enrollment Growth Department. Support Molina's strategic plan for growth by focusing on retention and outbound call marketing efforts.
Essential Functions:- May perform member outreach calls to members in the ten states supported by Molina Healthcare to enforce member retention
- Reach performance goal of at least 100 member saves per day. Provide members with contact information for their respective client office in the member's state
- Assist with answering incoming calls regarding Medicaid members in PEND status and those who have upcoming re-determination renewal dates
- Help members complete necessary paperwork related to either Medicaid eligibility renewal process
- Assist Medicaid Members in contacting their social worker regarding eligibility issues and follow-up with members to ensure follow through, if allowed by the member's respective state
- Encourage, reinforce and help educate members on the Medicaid Re-determination application as needed
- Be proficient in discussion and execution of Molina's protocols for conducting retention calls
- Accurately and timely document, daily all member retention contacts in appropriate database. Logged entries are to be completed immediately following member contact
- Participate as a team player by demonstrating support to peers, management and other department's goals
- Attend meetings and training sessions as scheduled
- Assists with training of new employees as needed
Knowledge/Skills/Abilities:- Computer literate (Microsoft office products)
- Strong communication and sales presentation skills
- Must be a self-starter with strong creativity skillsAbility to type 40 wpm
- Knowledge of Medicaid- Managed-Care rules and regulations
- Bilingual communication skills a must
- Previous call center experience preferred
- Must have demonstrated experience in negotiation, sales or marketing techniques
- Excellent verbal and written communication skillsAbility to abide by Molina's policies
- Ability to maintain attendance to support required quality and quantity of work
- Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)
- Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
Required Education: Associate's Degree or equivalent experience
Required Experience:
0-2 years customer service or call center experience and strong related health care experience a plus Managed-Care, Medicaid experience
