Director Member Retention

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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