Medicare Member Engagement Customer Service (Remote PST Time Zone)

Molina Healthcare • Rochester, NY • 7h ago

Molina Healthcare is hiring on our outbound Medicare Member Engagement team. This role is remote and will work 8am to 430pm Pacific Standard Time.

Medicare Member Engagement Specialists will be making outbound welcome calls to our members along with handling other outbound call projects.

Qualified candidates must be computer savvy and have a high level of customer service experience. Top notch communication skills, both written and verbal is essential.

Experience using Genesys and/or Sales Force is a plus!

Bilingual in any of the following languages also a plus - Cantonese, Mandarin, or Korean

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.

PREFERRED EDUCATION: Associate's or Bachelor's Degree in Social Work, Human Services, or related field.

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 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.

Pay Range: $21.16 - $34.88 / HOURLY

*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

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