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Job description
Member Retention Specialist
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 skills
Ability 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 skills
Ability 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
Worksite address
waltham, MA, 02254, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.