JOB SUMMARY
Member retention plays a critical role in increasing member/brand loyalty and meeting corporate member standards. The retention specialist will work cross-functionally across US Family Health Plan and with our members to increase loyalty and retain membership for USFHP and other lines of business, as assigned. This includes listening to member's reasoning for disenrollment through multiple data points and providing leadership recommended solutions. Candidate must have good communication, critical thinking skills, and the ability to be empathetic to the consumers' needs and concerns.
RESPONSIBILITIES
- Offer insight about best practices to senior management based on disenrollment exit interviews with beneficiaries. Have some familiarity with statistical analysis and reporting methodologies. Present business case module to senior management to promote specific retention strategies. Evaluative campaign results.
- Develop an aggressive retention strategy based on consumer feedback. Work with the internal growth team on creation and preparation of new retention campaigns.
- Responsible for coordinating the loyalty and retention programs designed to win back, reward, and retain members/beneficiaries.
- Influence and improve new member experience. Outreach to targeted new member groups during initial pre-determined enrollment period.
- Act as a liaison between member, plan and provider team as needed.
- Contact new members enrolled weekly to ascertain their understanding of their health benefits and relay finding to the marketing team when needed.
- Collaborate with member service escalation team to ensure member issues are addressed and resolved quickly.
- Engage beneficiaries in fact finding discussion to ascertain the reason for dissatisfaction. Confirm reason and attempt to retain if possible.
- Process all disenrollment request in our CRM.
- Follow program policies and procedures consistent with Department of Defense, Defense Health Agency, and state laws and guidelines.
- Develop and maintain up-to-date disenrollment and retention reports monthly through collaboration with Business Intelligence (BI) analysts.
- Perform other related duties as assigned.
EXPERIENCE
- 2-5 years' experience in health plan member outreach.
- Prior Military Experience - Preferred
Skills/Competencies
- Outstanding telephone communication skills.
- Effective presentation and public speaking skills.
- Comprehensive knowledge of Tricare benefits and marketing policies.
- Able to establish individual priorities and schedule to meet established goals.
- Problem-solving and consultation skills.
- Sales closure skills.
- Able to work effectively in a team setting.
- Comfortable communicating with the general public outside the organization, government agencies, and other external sources.
- Microsoft Word, Excel, PowerPoint, Outlook
- Ability to operate standard office equipment.
- Must reside within SVCMC/USFHP geographical service area.
Education/Certifications/Licenses
- Associate's Degree required
- Bachelor's Degree Preferred
- Driver License - Required
- CaC - Must be able to possess favorably adjudicated tier 1 security investigation clearance.
SVCMC IS AN Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to Protected Veteran Status, Disability, or other characteristics protected by law.