Manager, Member Outreach & Retention

Centene; United States; Remote; USD 68,000 - 124,000; Full time

Job summary

An established industry player is seeking a Member Advocate Manager to lead a dedicated team focused on enhancing member retention. This role emphasizes strategic management and communication, ensuring compliance and operational excellence. With a strong emphasis on member satisfaction, you will analyze data trends and implement improvements while enjoying a flexible work environment. Join a forward-thinking organization that values diversity and offers a comprehensive benefits package, including competitive pay and flexible work schedules. This is an exciting opportunity to make a meaningful impact on community health.

Benefits

Health Insurance

401K

Stock Purchase Plans

Tuition Reimbursement

Paid Time Off

Flexible Work Schedules

Qualifications

• Minimum three years management experience in a call center/sales environment preferred.
• Minimum three years Medicare or individual insurance products sales experience preferred.

Responsibilities

• Directs a team of Member Retention Specialists to maximize member retention.
• Analyzes member termination data and communicates trends for business planning.

Skills

People Management

Strong Writing Skills

Communication Skills

Education

Bachelor's Degree in Related Field

Job description

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose:

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 to support both short and long-term business planning.

1. Ensures all applicable compliance requirements are understood and followed by the Member Outreach & Retention team.
2. Manages and leads Member Outreach & Retention activities by developing detailed action plans, budgets, performance goals/metrics, work schedules, and operational standards.
3. Recruits, trains, develops, coaches, evaluates, and supports Retention Specialist positions.
4. Assesses member data to identify at-risk members and develops reports and analyses to manage the business.
5. Implements changes and provides recommendations to improve member education, internal procedures, and plan designs to increase customer satisfaction and retention.
6. Develops and maintains quality improvement programs and manages correspondence regarding inquiries, complaints, and notices.
7. Ensures policies and procedures are well documented and accessible to staff.
8. Maintains effective communication with other departments such as Sales, Customer Service, Membership Accounting, Marketing, and Compliance.

Remote work 90% with 10% travel for meetings and community events.

Highly Preferred:

• GA Residents
• People Management/Leadership experience
• Strong writing and communication skills (including communication with senior leadership)

Education/Experience:

Bachelor's degree in a 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.

DE Only:

A full-time Member Advocate Manager reporting directly to the COO, overseeing the Contractor’s team of Member Advocates (see Section 3.14.21, Member Advocacy). Requires at least four years of healthcare experience, including working with low-income populations. Pay Range: $68,700 - $123,700 per year.

Centene offers a comprehensive benefits package including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and flexible work schedules (remote, hybrid, field, or office). Actual pay will be based on skills, experience, education, and other factors. Total compensation may include additional incentives.

Centene is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.