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Lead Member Navigator
4 months ago
Job Description
Job Summary
The Member Navigator primary function is to be the member’s liaison. Primarily telephonic, this role is responsible for ensuring that the members member has assistance they may need in navigating their health care needs. Throughout the duration of services, the Member Navigator will communicate with members and caregivers to uncover and act on possible barriers to a healthy outcome, thereby safeguarding against unnecessary admissions, readmissions, urgent care and emergency department visits.
Job Duties
Acts as a trainer and mentor to new team members
Ensures the team members conducts member welcome calls on date of notification of assignment and/or discharge. Make appropriate and timely member appointments, confirmations, and appointment reminders and assist the team in meeting their daily goals
Completes and assists team members with telephonic contacts with members utilizing current standard operating procedures
Notify all appropriate departments of data related member case updates. Ensures the team is completing case updates in a timely fashion
Outreach to members/members providers and input appointments and assist team members with complex cases to create successful outcomes
Adhere to established guidelines for case closings. Hold team accountable to adhere to the same guidelines
Identify and connect member to resources for addressing Social Determinants of Health (SDOH) by utilizing resources from the Health Plan and Community for Me. Assist team members in site navigation to provide member resources
Escalate to the appropriate party to report any identified benefit, authorization, claim or eligibility related issue
Prepare information for member case status summaries, success stories, etc. and participate and possibly lead in daily huddles, weekly meetings, and other scheduled events, internally, and with members externally
Prepare, communicate, and follow through on member issues that require escalation communications to management and outside partners
Problem solve and collaborate with external and internal stakeholders on creating action plans for member barriers
Maintain member outreach and daily activities for cases assigned to out of office Member Navigators and peers as directed by leadership team
Document accurately all phone calls, interventions, appointments and other system related data member concerns, questions or complaints
Consistently meet position Key Performance Indicator metrics as defined by leadership
Other duties as assigned by leadership may exist to meet business needs
Job Qualifications
**REQUIRED EDUCATION**: High School Diploma or GED required
**REQUIRED EXPERIENCE**:
4+ years of customer service and/or healthcare experience in a fast-paced environment
Strong working knowledge of medical terminology and healthcare landscape
Excellent written and verbal communication skills to collaborate internally and externally with members, providers, team members, and manager
Work in an independently manner and leads the Member Navigators to completion of daily goals
Excellent problem solving, critical thinking, and organizational skills
Must be organized and able to prioritize, plan, and handle multiple tasks simultaneously
**PREFERRED EDUCATION**:
Associate Degree or higher from an accredited college preferred
**PREFERRED EXPERIENCE**:
Computer proficiency to include typing, data entry, internet research, and spelling accuracy
**PHYSICAL DEMANDS**:
Work environment is generally favorable, and lighting and temperature are adequate for home office workspace. Work is generally performed in an office environment in which there is only mínimal exposure to unpleasant and/or hazardous working conditions. Must have the ability to sit for long periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
**Pay Range**: $14.76 - $31.97 / HOURLY
- Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
