Director, Retention (New York)
Molina Healthcare New York, New York Job ID 2025549Job Description
Work Location - New York
Oversees the day-to-day operations of the retention call center and field sales teams; Oversees and evaluates quantitively workflows driving production and efficiency in an environment focused on continuous improvement.
- Evaluates and optimizes processes as they are related to call center and field operations.
- Innovative thinker in the design, deployment and evaluation of retention and customer experience strategies and initiatives; Responsible for reviewing and/or developing policies
and procedures
- Cross functional collaboration with Growth Teams (Sales, Growth and Community Engagement), health plan operations as well as clinical and non-clinical teams
- Collaborates with corporate shared services partners including Customer Experience and Member Services on developing relationships and initiatives with members, providers, and community engagement partners to drive retention results.
- Focus on data-enabled department strategy development and execution as well as on KPI reporting - Expert in the integration of production, enrollment, and performance metrics.
- Manages, recruits, and retains both call center and field staff best enabled to retain members while optimizing a differentiated customer experience.
- Must have ability to communicate, prepare effective presentations, including PowerPoint to provide regular updates to senior leadership on statistics, trends, market dynamics impacting retention efforts.
- All other duties as required or assigned.
Background Requirements
- Minimum Qualifications Graduate degree in health care, economics, finance, business management or other relevant major or combination of education and experience required.
- Minimum 7-9 years in Medicaid and customer retention or related roles underpinned by performance metrics and demonstrable KPIs.
- Minimum 7-9 years management experience, preferably at a director level, driving production and meeting performance metrics.
- Strong analytical skills and experience in data enabled decision making.
- Commitment to communities and members served by the Plan.
- Strong ability to prioritize, pivot and multitask to meet deadlines.
- Commitment to staff professional development; Ability to educate staff and monitor/evaluate their effectiveness.
- Strong computer skills, specifically spreadsheets and data management, including expert knowledge of MS Word, Excel, and Power Point
- Preferred Experience: 10+ Years; Medicaid Product
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: $87,568.7 - $189,732.18 / ANNUAL
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
About Us
Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Job Type: Full Time Posting Date: 04/26/2024ABOUT OUR LOCATION
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