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.

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