Manager – Member Outreach & Retention

Bachelor’s degree in related field or equivalent experience
Minimum three years management experience in a call center/sales environment preferred
Minimum three years Medicare or individual insurance products sales experience preferred
Strong writing/communication skills (Communicate with senior leadership)

Helps maximize member retention within a region by directing a team of Member Retention Specialists that identifies members ‘at risk’ for voluntary termination, and resolving member specific issues
Analyzes member termination data and identifies and communicates trends that will help with both short and long-term business planning
Ensures all applicable compliance requirements are understood and followed by the Member Outreach & Retention team
Manages and leads Member Outreach & Retention activities by developing detailed action plans, budgets, performance goals/metrics, work schedules, and operational standards
Recruits, trains, develops, coaches, evaluates and otherwise supports Retention Specialist positions
Assesses member data to identify at-risk members
Develops reports and analyses as necessary to manage the business
Assesses data and initiates and implements changes and/or provides recommendations to improve member education, improve internal operating procedures and change plan designs for the purpose of increasing customer satisfaction and retention
Develops and maintains quality improvement programs
Develops and manages correspondence to members regarding inquiries/complaints and notices
Ensures that all policies and procedures are accurately documented and are readily accessible to staff for their reference
Maintains ongoing and effective communication with other departments