Specialist, Care Connections Member Advocate

Job Summary

Makes outbound calls to members, completes assigned hand-dial lists, and provides proactive member support, information, and assistance. Adheres to, and exceeds, member interaction departmental standards, call quality, and documentation requirements. Responsible for continuous quality improvements regarding member engagement and support. Collaborates with peers and leadership to improve processes.

Job Duties

Schedules high-quality member appointments daily to exceed departmental goals.

Completes assigned hand-dial lists and member research requirements with accuracy and efficiency.

Provides expanded support and guidance to members with empathy and professionalism.

Participates in ongoing training sessions to enhance service quality and knowledge.

Explains Care Connection services in detail, assisting members with overcoming barriers to care including offering of additional options for scheduling.

Job Qualifications

Required Qualifications :

At least 1 year experience in a healthcare service environment, or equivalent combination of relevant education and experience.

High attention to detail and ability to follow member interaction scripting.

Flexible and adaptive to changing priorities and workflows.

Compassionate and service oriented.

Bilingual (English and at least one additional language, as required).

Strong verbal and written communication skills.

At least 6 months' experience as a Care Connections Member Advocate Representative.

Demonstrated knowledge of departmental resources and resolution of member concerns.

Ability to navigate Molina systems to provide support and assistance to the member including competency in utilizing SalesForce, CCA, and QNXT.

Ability to explain visit benefits to members to encourage Care Connection visit completion.

Preferred Qualifications :

Healthcare administrative support experience in roles such as Medical Office Assistant, Patient Services Representative, Medical Receptionist, Front Desk Coordinator, or Scheduler.

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. Pay Range : $21.16 - $34.88 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and / or skill level.