Job 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.