Medicare Advantage Member Experience & Retention Lead

CareFirst BlueCross BlueShield; Baltimore (MD); Hybrid; USD 89,000 - 176,000; Full time

Job summary

CareFirst BlueCross BlueShield is seeking a Business Consultant, Retention Specialist, to support Medicare Advantage member experience and retention initiatives. The role is based in the greater Baltimore/Washington area with a hybrid work model, splitting time between home and CareFirst locations.

The candidate will integrate data across multiple departments, drive improvement initiatives, and develop dashboards to track progress across several ongoing programs.

Qualifications

• Bachelor's Degree or 4 extra years of relevant work experience in lieu of a degree.
• 5 years experience in business development, operational tech support, general business operations and/or consulting.
• Strong Excel and BI/reporting skills; SQL/Python preferred.

Responsibilities

• Provide subject matter expertise in Medicare Advantage member experience and retention strategies.
• Integrate data across Customer Service, Appeals & Grievances, complaints, CAHPS, enrollment, clinical, vendors, and other operational areas to understand and action on key member experience, retention, and Stars performance drivers.
• Lead implementation of enterprise improvement initiatives through project management, stakeholder coordination, and performance monitoring.
• Serve as the organization owner for driving member experience work that falls across operational teams.
• Develop dashboards to support clear communication across functional areas, monitor progress across multiple on-going initiatives.
• Business Consultant may do some member engagement/outreach work to members who provide negative survey results or have called in multiple times.

Skills

Project management

Excel

Power BI

SQL

Python

Data analysis

Stakeholder coordination

Education

Bachelor's Degree

Tools

Power BI

SQL

Python

Job description

CareFirst BlueCross BlueShield is seeking a Business Consultant, Retention Specialist, to support Medicare Advantage member experience and retention initiatives. The role is based in the greater Baltimore/Washington area with a hybrid work model, splitting time between home and CareFirst locations.

The candidate will integrate data across multiple departments, drive improvement initiatives, and develop dashboards to track progress across several ongoing programs.