Director, Member Experience (Process Improvement)

Job Overview

Job Summary The Director, Member 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 the development of enterprise strategies that lead to membership growth and retention.

Job Description

The ideal candidate would be curious, enjoy cross functional collaboration, and have a proven track record of creating and implementing successful strategies to improve member/customer satisfaction.

This role will be full-time remote and healthcare/pharmacy experience is highly preferred. Knowledge/Skills/Abilities Identify and drive process improvements to enhance the member and provider experience.

Participates and contributes in Enterprise Health Plan meetings, regarding the overall strategic planning for the health plan. Identifies opportunities and helps develop / prioritize initiatives that help with member retention.

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.

Key Responsibilities

• Job Summary The Director, Member 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 the development of enterprise strategies that lead to membership growth and retention.
• 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.
• Establishes and reviews performance metrics (“scorecards” and reports) on a regular basis to ensure each health plan is on track to deliver results in line with the organizations strategic plan; provides recognition and recommendation to improve performance.
• Identifies technology support needs that help facilitate member retention and satisfaction activities and drives successful implementation.
• REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES: Minimum 7 years’ experience in Medicaid Managed Care, particularly in sales or outreach role.
• Minimum 3 years management/supervisory experience.
• Proven ability to influence or persuade senior level leaders regarding matters of organizational significance.

Required Skills and Qualifications

• Job Summary The Director, Member 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 role will be full-time remote and healthcare/pharmacy experience is highly preferred.
• Knowledge/Skills/Abilities Identify and drive process improvements to enhance the member and provider experience.
• Develop strategies to alleviate pain points in areas such as pharmacy, network and provider relations, pharmacy, and other critical areas the effect overall experience.
• 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 sales or outreach role.
• Minimum 3 years management/supervisory experience.
• Exceptional networking and negotiations skills, as well as strong public speaking/presentations skills.

Benefits and Perks

• Molina Healthcare offers a competitive benefits and compensation package.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Molina Healthcare is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.