Member Retention & Experience Specialist

WeShare Health; Orange (CA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly

Health benefits

403(b) with company match

Job summary

Unite Health Share Ministries (UHSM) is seeking a Retention Specialist to strengthen member loyalty and resolve concerns that may lead to cancellation. You will proactively engage members, address issues, and offer tailored solutions to retain engagement with UHSM.

The role requires empathetic problem-solving, strong communication, and collaboration with Customer Service, Sales, and Claims to improve the overall member experience. This is a full-time position supporting UHSM’s mission.

Qualifications

• 2+ years in customer service, retention, or related role in healthcare.
• Excellent verbal and written communication; empathetic problem-solving.
• Experience handling difficult conversations and proposing solutions.
• Ability to build rapport and stay patient.
• Proficient in CRM software and Microsoft Office.

Responsibilities

• Member Outreach: Proactively contact members who may be considering cancellation to address concerns, provide guidance, and offer tailored solutions.
• Retention and Loyalty Building: Engage with members in a positive and empathetic manner to foster loyalty, understand their needs, and ensure they feel valued within the UHSM community.
• Issue Resolution: Collaborate with Customer Service and other UHSM departments to quickly and effectively resolve member issues, ensuring a smooth and satisfactory experience.
• Cancellation Handling: Manage cancellation requests by understanding underlying concerns, offering alternatives, and working to retain the member’s engagement with UHSM.
• Data Tracking and Analysis: Track and analyze member retention data, utilizing insights to identify trends and suggest areas for improvement in service and communication.

Skills

Communication

Empathy

CRM Proficiency

Microsoft Office

Active listening

Education

Bachelor’s degree

Tools

CRM software

Microsoft Office Suite

Job description

Unite Health Share Ministries (UHSM) is seeking a Retention Specialist to strengthen member loyalty and resolve concerns that may lead to cancellation. You will proactively engage members, address issues, and offer tailored solutions to retain engagement with UHSM.

The role requires empathetic problem-solving, strong communication, and collaboration with Customer Service, Sales, and Claims to improve the overall member experience. This is a full-time position supporting UHSM’s mission.