Director Member Retention
Company: SCAN Health Plan
Location: Long Beach
Posted on: October 2, 2024
Job Description:
SCAN Group is a not-for-profit organization dedicated to
tackling the most pressing issues facing older adults in the United
States. SCAN Group is the sole corporate member of SCAN Health
Plan, one of the nation's leading not-for-profit Medicare Advantage
plans, serving more than 270,000 members in California, Arizona,
Nevada, Texas and New Mexico. SCAN has been a mission-driven
organization dedicated to keeping seniors healthy and independent
for more than 40 years and is known throughout the healthcare
industry and nationally as a leading expert in senior healthcare.
SCAN employees are a group of talented, passionate professionals
who are committed to supporting older adults on their aging
journey, while also innovating healthcare for seniors everywhere.
Employees are provided in-depth training and access to
state-of-the-art tools necessary to do their jobs, as well as
development and growth opportunities. SCAN takes great pride in
recognizing our team members as experts in their fields and
rewarding them for their efforts.The JobThis role will be
responsible for developing SCAN's strategy for member retention
along with the cross functional execution of this strategy.
Implement and lead SCAN's overall retention program, responsible
for developing and executing strategies to maximize member
retention and loyalty. You will collaborate internally and
throughout SCAN's ecosystem to lead these programs and
strategies.You WillMedicare Advantage is a direct-to-consumer
health insurance product, and a member choosing to stay with SCAN
is the ultimate indication of satisfaction. Sometimes, a member's
reasons for leaving or staying with SCAN go far beyond what is
controllable within SCAN's four walls. Thus, this role will work
closely with our ecosystem partners to improve retention rates.
Success for this role will be measured based on improving
controllable disenrollment and influencing uncontrollable
disenrollment.Key responsibilities are as follows:
- Develop and execute a vision and strategy for SCAN's retention
program including goals, OKRs, and roadmap to execute retention
strategy; present retention program updates to senior leadership
team and other executives, as necessary.
- Manage cross functional execution of retention operations and
campaigns across OEP, Lock-in and AEP.
- Become an expert in the drivers of disenrollment, retention,
and loyalty; lead initiatives to improve SCAN's ability to deliver
on these drivers.
- Manage the definition, development, and subsequent monitoring
and reporting of key success metrics and associated ROI
analysis.
- Manage the process for the development and
implementation/execution of retention enhancements and innovations
cross functionally and within our ecosystem partners.
- Utilize customer feedback mechanisms to improve our overall
service, products and experience to drive improved retention; build
additional methods to capture member feedback and execute
operational enhancements based on this feedback.
- Develop and maintain our enterprise-wide service recovery
program.
- Develop and oversee loyalty initiatives that increase SCAN's
stickiness with customers and delight customers.
- Become an expert (within healthcare and non-healthcare
industries) on trends, best practices, and technologies in customer
retention to drive innovation.
- Develop and maintain a culture of member retention to ensure
that retention is interwoven into the fabric of the
organization.This role will be responsible for deeply understanding
the critical people, processes, and technology associated with our
retention and onboarding programs.Actively support the achievement
of SCAN's Vision and Goals.Other duties as assigned.Your
QualificationsPreferred, but not required: Bachelor's degree in
public health or Master's Degree. A comparable combination of
education/experience and/or training will be considered equivalent
to the education listed above.PMP Certification preferred.5-7 years
operational/customer experience, and/or retention, account
management or a similar role, preferably in the healthcare
industry.5 years of leadership experience.Experience with large
scale change management initiatives.Demonstrate strong
organization, time management and project management skills.PC
Skills: Email, Word, Excel, Visio, PowerPoint. Tableau and/or other
data analysis and visualization tools preferred.Customer-focused,
creative, iterative thinker with strong problem solving
skills.Strong planning, critical thinking and leadership skills
with the ability to motivate and inspire others to achieve
targets.Proven background in successful management of innovation
and implementation initiatives.Proven background in successful
implementation of onboarding and/or retention programs, or similar
customer experience types of programs.Experience with Medicare
Advantage is preferred.Proficient with data manipulation through
Excel or Tableau.Proven background in documenting business,
technology, and data requirements.Strong program management skills,
using analytics, user research and other approaches to help make
decisions and iterate on overall strategy.Excellent interpersonal,
group motivation and supervisory skills.Excellent written and oral
communication skills, including presentation skills.Excellent
organizational skills; ability to prioritize multiple and competing
tasks, working independently and in a team environment.Experience
with coordinating diverse groups of individuals to achieve overall
program success.Ability to identify and incorporate Diversity,
Equity, and Inclusion goals and tactics within strategic
initiatives.Ability to work well in a fast-paced and dynamic
environment.Ability to manage multiple competing priorities,
rapidly adapt and respond to customer requests and timeline
changes.Ability to plan and manage at both the strategic and
operational levels with autonomy while consistently monitoring the
key metrics of the business and driving process improvements.What's
in it for you?
- Base salary range: $147,900 to $236,600 per year.
- Mostly Remote Work Mode.
- An annual employee bonus program.
- Robust Wellness Program.
- Generous paid-time-off (PTO).
- Excellent 401(k) Retirement Saving Plan with employer match and
contribution.
- Robust employee recognition program.
- An opportunity to become part of a team that makes a difference
to our members and our community every day!We're always looking for
talented people to join our team! Qualified applicants are
encouraged to apply now!At SCAN we believe that it is our business
to improve the state of our world. Each of us has a responsibility
to drive Equality in our communities and workplaces. We are
committed to creating a workforce that reflects our community
through inclusive programs and initiatives such as equal pay,
employee resource groups, inclusive benefits, and more.SCAN is
proud to be an Equal Employment Opportunity and Affirmative Action
workplace. Individuals seeking employment will receive
consideration for employment without regard to race, color,
national origin, religion, age, sex (including pregnancy,
childbirth or related medical conditions), sexual orientation,
gender perception or identity, age, marital status, disability,
protected veteran status or any other status protected by law. A
background check is required.
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Keywords: SCAN Health Plan, Azusa , Director Member Retention, Executive , Long Beach, California
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