CE Roadmap Initiatives
This new portion of the Roadmap meetings allow us to better empathize with members by reviewing their calls.
What are "Listening Sessions"?
This group of seasonal employees spoke to us about topics such as task prioritization and SMART goals.
Who are the "Summer Interns"?
This health plan held a "Spook the Flu" flu shot event this fall.
What is "New Mexico"?
This functionality recently available became for members to quickly access this.
What is "Digital ID Card"?
This song won today's vote to be played at the beginning of the meeting.
What is "Legends Never Die" by Ferras ft. Katy Perry?
This Star rating is required to be elgible for quality bonus payments.
What is "4 Stars"?
This material is currently being enhanced to provide a consistent experience for members through print and web, as well as, deliver significant cost savings for Molina.
What is "Welcome Kits"?
This health plan holds member milestone celebrations for members. (One this year was for a 102 year old member!)
What is "Nebraska"?
This is the name of our IVR HIPAA authentication tool. If you are quiet enough, you can almost hear it.
What is "PinDrop"?
Rosetta ends every meeting with this phrase
What is "Fight for our members, providers, and each other?"
NPS scores from 0 to 6 fall into this category.
What is "Detractors"?
This initiative includes items such as the Member Stories Library, Molina Minute Spotlight, and the Ambassador Program.
What is "Member Mindset"?
This health plan held Redetermination Events in November 2023 and June 2024 partnered with United Outstanding Physicians.
What is "Michigan"?
This project provided a new user interface (UI) to Contact Center agents that allows them to be more productive and efficient while also incorporating AI.
What is "Agent 2.0"?
Originally sung by Tracy Chapman, we listened to this song by Luke Combs on 9/20.
What is "Fast Car"?
This Contact Center mnemonic device strives to promote FCR and empathy within every member interaction
What is HEART?
Yvette Holgiun presented on this topic.
What is "Duals"?
This health plan created a Cereal for Summer initiative to support local kids to have breakfast when school programs are not available.
What is "Mississippi"?
The MyMolina portal / app now features alert banners to encourage members to complete these health / wellness services.
What are "HEDIS care gaps"?
This is Rosetta's message of the year for 2024.
What is "Be The Storm!"?
This is 1 of the top 3 consistent grievance drivers BY VOLUME.
What is "Billing, PCP Change, Auth/ Referral Status"?
"Social spin", a member & community engagement event held by the Arizona health plan, provides local Arizonians with these services.
What are "free laundry, haircuts, check-ups and groceries"?
This health plan has a bus service that brings groceries to different stops throughout the state to service members in Food Desserts.
What is "Florida"?
The Contact Center implemented this AI-led training tool, which uses scenario-based simulations to assist with agent training and development.
What is "Zenarate"?
This band, formed in 1997, has the most played songs in our meetings.
Who is "Coldplay"?