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Director, Customer Experience
4 months ago
Job Description
Job Summary
In partnership with Plan Growth Leaders, the Director, Customer Experience is responsible for developing, implementing and monitoring a successful strategy to achieve Molina’s Medicaid membership retention goals & objectives across the enterprise for the Medicaid lines of business (TANF, ABD, Expansion, CHIP) including similar solutions for other LOBs (Medicare, Marketplace) as appropriate. This position is accountable for ensuring Growth Leaders and the State Plans achieve established Medicaid membership growth goals related to retention.
Knowledge/Skills/Abilities
Develops enterprise tactical plan to achieve Medicaid voluntary enrollment growth goals, while focusing on opportunities to improve the member experience and retention.
Collaborates with Growth Leaders and VPs of Ops in each state and the Health Plan Services leadership to drive cross enterprise member satisfaction/retention efforts.
Actively participates in the strategic planning for the member experience effort related to member contact information, streamlined communication (Member 360), One Molina, etc.
Drives process improvement work to uplift member contact information, improve member retention rates, etc.
Participates and contributes in Enterprise Health Plan meetings, regarding the overall strategic planning for the health plan.
Analyzes state and county level disenrollment information to assess and drive member improvement opportunities.
Develops and supports enterprise Growth performance management processes.
Identifies opportunities and helps develop / prioritize retention initiatives, collateral and materials.
Provides enterprise leadership and collaborates with the local teams to ensure that each Growth Leader has the best opportunity for success in their specific geographic market(s).
Works closely with the leadership team to ensure that the results of member satisfaction/retention activities are consistent with the state’s direction and objectives, and develops & implements strategies to quickly course correct, when necessary.
Ensures alignment and appropriate prioritization for retention strategies are understood by all supporting departments. Leads these groups through influence.
Establishes and reviews performance metrics (“scorecards” and reports) on a regular basis to ensure each healthplan is on track to deliver results inline with the organizations strategic plan; provides recognition and recommendation to improve membership growth.
Collaborates with the VP of Marketplace Operations and VP of Medicare Sales to identify synergies between products that can enhance overall growth.
Communicates extensively with other Molina departments to ensure policies, programs and strategies achieve membership retention targets.
Identifies technology support needs that help facilitate member retention and satisfaction activities and drives successful implementation.
Job Qualifications
**REQUIRED EDUCATION**:
Bachelor’s Degree in health related degree or equivalent experience.
**REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES**:
- Minimum 7 years experience in Medicaid Managed Care, particularly in a sales or outreach role.
- Minimum 3 years management/supervisory experience
- Exceptional networking and negotiations skills, as well as strong public speaking/presentations skills.
- Ability to work in a fast-paced, team-oriented environment with little supervision.
- Process Improvement (Six Sigma) expertise.
- Proven ability to influence or persuade senior level leaders regarding matters of organizational significance.
- Proven ability to influence policy making.
- Knowledge of applicable State, Federal and third party regulations.
- Thorough understanding of Medicaid product lines.
- Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
**PREFERRED LICENSE, CERTIFICATION, ASSOCIATION**:
Active State Life and Health and/or Disability License without infraction.
**PHYSICAL DEMANDS**:
Working environment is generally favorable and lighting and temperature are adequate. 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**: $96,325.57 - $208,705.4 / ANNUAL
- Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
