What are the responsibilities and job description for the Medicare & Individual Marketing - Medicare Retention Specialist 176-1032 position at CommunityCare HMO Inc.?
Job Summary
Responsible for retaining existing Medicare and Individual Health Plan members through proactive outreach, exceptional service, and personalized support. The Retention Specialist helps CommunityCare achieve membership growth and retention targets by establishing strong relationships with members and community partners. This role creates positive touchpoints beyond customer service assistance needs to foster brand loyalty, satisfaction, and continued enrollment.
Key Responsibilities
Responsible for retaining existing Medicare and Individual Health Plan members through proactive outreach, exceptional service, and personalized support. The Retention Specialist helps CommunityCare achieve membership growth and retention targets by establishing strong relationships with members and community partners. This role creates positive touchpoints beyond customer service assistance needs to foster brand loyalty, satisfaction, and continued enrollment.
Key Responsibilities
- Conduct proactive outreach to current members, including onboarding calls (1 week post-enrollment, during the effective week, and 60 days after effective date), to assess satisfaction, address concerns, and promote continued enrollment.
- Conduct benefit meetings, new member orientation sessions, ANOC (Annual Notice of Change) meetings, and other educational events to ensure members are fully informed about CommunityCare benefits and offerings.
- Contact at-risk members with outbound retention calls, providing education on plan benefits, value, and available resources.
- Receive inbound calls from members with questions about benefits, coverage, or renewal processes, ensuring high-quality service and issue resolution.
- Build and maintain partnerships within the community (e.g., senior centers, health systems) to support retention initiatives and promote CommunityCare’s presence.
- Coordinate and participate in wellness activities, health benefit fairs, and other member engagement events throughout the service area.
- Work with internal departments (sales, marketing, customer service) to create smooth transitions for new enrollees and resolve member concerns.
- Communicate and validate the value of CommunityCare’s benefits, resources, and brand with members and community partners.
- Update and maintain member records in the marketing database accurately and timely.
- Monitor and report on retention trends, member feedback, and opportunities for improvement.
- Prepare and distribute retention and educational materials as needed.
- Perform other duties as assigned.
- Strong oral and written communication skills, with active listening and empathy.
- Highly organized with the ability to prioritize multiple tasks effectively.
- Knowledge of Medicare Advantage and Individual Health Plan products and ability to explain them clearly.
- Proficient in Microsoft Office applications and data entry systems.
- Professionalism in all member interactions; ability to maintain confidentiality and handle sensitive information.
- Bilingual skills a plus.
- Valid driver’s license, proof of vehicle insurance, and successful completion of a Motor Vehicle Record (MVR) check.
- Successful completion of Health Care Sanctions background check.
- High School Diploma or equivalent required; associate’s or bachelor’s degree preferred.
- Minimum 4 years of experience in insurance, healthcare, customer service, marketing, or a related field.
- At least 2 years in a customer service or member retention role, preferably in healthcare or insurance.
- Licensed Life and Health Insurance Agent in the State of Oklahoma, or ability to obtain license within 45 days of hire.