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Molina Healthcare · 1 day ago

Specialist, Market Growth & Retention (Remote in NY) - Bilingual – Spanish and/or Russian Required

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Molina Healthcare is seeking a Specialist in Market Growth & Retention who is bilingual in Spanish and/or Russian. The role involves assisting members with healthcare coverage applications, resolving issues, and ensuring member satisfaction through proactive outreach and education.

Health CareHospitalMedical

Responsibilities

Pro-actively facilitate outreach (and handle inbound calls) to Molina members regarding their upcoming recertification with the state and healthplan. Educating members on process, qualifications, necessary documentation needed etc; while completeing the required applications and submissions to the State

Management of individual State dashboards required

Assist and resolve complex member issues related to application errors, immigration status, multi-family enrollment, premiums, eligibility; etc

Provide non-clinical reminders (i.e. product overviews, premiums, gaps in care, member engagement events etc.)

Facilitate the closure of at-risk care gaps, scheduling appointments, conducting outreach to appropriate State entities, direct toward available resources and care management opportunities; to ensure member satisfaction, retention, and drive plan quality performance

Responsible for promoting and increasing member enrollments into plan programs (i.e.; Member portal, Rewards Program, etc.)

Assists 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

Conduct outreach to retain members that have been identified as late renewals, post terms and potential disenrollments, assist and educate members on next steps and required paperwork

Accurately and timely documentation of outreach in the appropriate databases

Collaborate with the leadership team to provide feedback, trends and insights for areas of opportunity for improvement related to technology, process, people, retention and member experience

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)

Attend and assist with in-person community based member retention events

Placement in demonstrated high foot traffic locations, to assist with member in-person interactions may be required. Assist with in-person renewals, eligibility issues, application updates, submission of paperwork etc

Maintain appropriate certifications and quality scores in compliance with the State and Molina Healthcare

Some in office trainings, meetings and field work required; will be based on business needs

Other tasks or special projects as required or directed

Qualification

Customer service experienceNYS Certified Application CounselorBilingual – Spanish/RussianCall center experienceCommunication skillsProblem-solving skills

Required

Bilingual – Spanish and/or Russian Required. Written/Verbal

High School Diploma or equivalent

2-4 years customer service experience, preferably in a call center environment

Experience communicating with members in a customer service setting and have the ability to assess needs and make thoughtful decisions to help a member

Must have NYS Certified Application Counselor Certification and/or be able to obtain certification within 60 days of hire date