Specialist, Member Engagement (Remote in WI)

Molina Healthcare•Long Beach, WI

1d•Remote

About The Position

Job Summary Responsible for continuous quality improvements regarding member engagement and member retention. Represents Member issues in areas involving member impact and engagement including: Appeals and Grievances, Member Problem Research and Resolution, and the development/maintenance of Member Materials. Knowledge/Skills/Abilities Maintains confidential telephone line to provide direct assistance to Members and/or family members who are unable to resolve their issues or complaints individually. Serves as an advocate in working with providers, regulatory agencies, outside agencies, co-workers and other departments as appropriate. Conducts in person meetings with Members and/or family members as appropriate. Logs all cases in a database. Assists members in the complaint and appeal process. Determines the nature of the member's needs or problem; informs members of their rights in the complaints and appeals process; and advises/refers as appropriate for investigation and resolution. Conducts focus groups in service delivery area as needed to ensure member needs are being addressed. Educates members on covered services available to them, including preventive services. Participates in annual member complaints and appeals training with health plan, including the member advocate/engagement role.

Requirements

High School diploma.
2 years experience in customer service, consumer advocacy, and/or health care systems.
Experience conducting intake, interviews, and/or research of consumer or provider issues.
Basic understanding of managed healthcare systems and mental health issues.
Must have valid driver's license with good driving record and be able to drive within applicable state or locality with reliable transportation.

Nice To Haves

Associate's or Bachelor's Degree in Social Work, Human Services or related field.

Responsibilities

Maintains confidential telephone line to provide direct assistance to Members and/or family members who are unable to resolve their issues or complaints individually.
Serves as an advocate in working with providers, regulatory agencies, outside agencies, co-workers and other departments as appropriate.
Conducts in person meetings with Members and/or family members as appropriate.
Logs all cases in a database.
Assists members in the complaint and appeal process.
Determines the nature of the member's needs or problem; informs members of their rights in the complaints and appeals process; and advises/refers as appropriate for investigation and resolution.
Conducts focus groups in service delivery area as needed to ensure member needs are being addressed.
Educates members on covered services available to them, including preventive services.
Participates in annual member complaints and appeals training with health plan, including the member advocate/engagement role.