Program Manager - Retention

SCAN; United States; Remote; USD 106,000 - 140,000; Full time

Benefits offered by this job

Annual bonus

Wellness program

PTO & holidays

401(k) matching

Tuition reimbursement

Remote work

Job summary

SCAN is seeking a Program Manager - Retention to lead retention initiatives across markets. You will translate member feedback, disenrollment data, and market insights into targeted actions, partnering with cross-functional teams to improve the member lifecycle.

You will manage listening sessions, deliver analysis, and support improvements across retention programs while coordinating with Sales, Finance, and Product teams. Strong PM skills and data analysis are essential.

Qualifications

• Bachelor's Degree or equivalent experience.
• 5 years minimum in Medicare Advantage or managed care.
• 2-3 years leadership experience in retention, member experience, or related areas.
• PMI/ PMP certification preferred.
• Ability to analyze data incl. disenrollment trends and feedback.
• Strong project management, documentation, and follow-through.

Responsibilities

• Lead retention programs for assigned markets and translate insights into actions.
• Run quarterly listening sessions and manage invitations, tracking, and follow-ups.
• Own post-session deliverables: root cause analysis and improvement recommendations.
• Provide disenrollment trends and campaign results to leadership teams.
• Collaborate with Sales and Market teams on performance trends and actions.
• Track market performance against vDER goals and adjust retention strategies.
• Coordinate with Retention Campaign Specialist and Data & Analytics on campaigns and outcomes.
• Maintain a shared log of sessions, campaigns, and deliverables.

Skills

Project management

Data analysis

Communication

Facilitation

Stakeholder management

PM methodology (PMP)

SQL

Visio

Microsoft Office

AI curiosity

Education

Bachelor's degree or equivalent

Tools

SQL

Visio

Microsoft Office

CoPilot

Job description

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Program Manager - Retention

serves as the retention lead for an assigned portfolio of markets, translating member feedback, disenrollment trends, and market performance insights into targeted actions that support member retention. This role partners with market leadership and cross-functional teams to execute retention strategies, lead listening sessions, monitor retention risks, and support improvements across the member lifecycle.

You Will Lead retention programs for assigned markets, translating member feedback, performance trends, and disenrollment insights into targeted actions that support member retention and align with SCAN’s broader retention strategy. Serve as the day-to-day retention partner to market leadership, including General Managers, Sales Directors, Provider Relations, Growth, Finance, Network, Product, and other cross-functional teams. Lead quarterly listening sessions for assigned markets, including topic selection, member targeting, invitations, RSVP management, reminders, participation tracking, post-session follow-up, gift card distribution, documentation of insights, and action items. Own post-listening session deliverables, including root cause analysis, process improvement recommendations, service recovery opportunities, and coordination of member 1:1 follow-up sessions. Provide disenrollment trends, rates, call data, listening session insights, and disenrollment survey feedback to Network, Growth, General Managers, Contracting, Product, Provider Relations, and other teams to support improvement efforts. Partner with Sales Directors to maintain quarterly monitored agency and agent lists, conduct deep dives for outlier agencies and agents, and provide monthly updates on performance trends, emerging risks, and recommended follow-up actions. Track each assigned market against expected vDER goals, flag deviations early, and partner with the Director, Finance, and General Manager to evaluate performance deviations and support adjustments to retention strategies, forecasts, or market action plans. Work directly with the Retention Campaign Specialist and Data & Analytics to execute assigned market campaigns, track campaign participation, document retention outcomes, and use post-campaign insights to inform future retention strategies. Maintain a shared log to track scheduled member listening sessions, market campaigns, JOC and market deliverables, owners, status, next steps, and progress against assigned retention work. Communicate expected delivery timelines, barriers, risks, and escalations to the Director and appropriate stakeholders; cross-train to support other areas of the member lifecycle and additional markets as needed.

Other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience.

5 years minimum of related experience in Medicare Advantage or managed care.

2-3 years of leadership experience Retention, member experience, service recovery, market operations, provider relations, provider performance management, sales strategy, quality, or Stars background preferred.

Project management experience with an intermediate understanding of project management principles preferred. PMP certification preferred.

Ability to analyze, trend, and action upon data, including disenrollment trends, vDER performance, call data, survey feedback, campaign outcomes, and market performance trends.

Strong project management, documentation, issue-tracking, and follow-through skills.

Effective verbal and written communication skills, catered to a variety of audiences at various levels.

Strong facilitation skills, including the ability to lead listening sessions, cross-functional meetings, and stakeholder discussions.

Ability to connect member experience themes to CAHPS, Stars, access, quality, retention outcomes, and broader market performance.

Ability to develop and maintain positive relationships and facilitate the exchange of information across business units.

Ability to manage competing priorities and expectations across multiple stakeholders and manage a variety of projects simultaneously.

Effective change management skills, including the ability to support initiative rollout, communicate progress, and elevate barriers or risks.

Demonstrated understanding of the healthcare industry, Medicare Advantage, managed care, or member lifecycle operations.

Demonstrated AI skills and curiosity about using AI to improve how SCAN operates and serves members.

Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, Access), Visio, and SQL are required. CoPilot experience preferred.

What's in it for you?

Base salary range: $106,200 to $140,000 per year

Work Mode: Mostly Remote

Annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO)

Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday

Excellent 401(k) Retirement Saving Plan with employer match and contribution

Robust employee recognition program

Tuition reimbursement

An opportunity to become part of a team that makes a difference to our members and our community every day!

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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.

Become part of a mission-driven team that makes a difference in the lives of seniors every day. SCAN has a long history of finding and investing in ways to meet seniors’ needs. This focus is what attracts employees to SCAN. For each and every one of us, the SCAN mission is personal. Keeping Seniors Healthy and Independent is both our mission and our passion. That same commitment carries over to our employees. We provide the training, tools and support necessary to do your work. We reward effort and celebrate success. SCAN both develops and attracts people who are leading experts in their respective fields. If the SCAN mission is one you believe in too,

Why consider a career at SCAN? - A competitive compensation and benefits program; - An annual employee bonus program; - Generous paid-time-off (PTO); - Eleven paid holidays per year; - Excellent Retirement Savings program; - A work-life balance; and - An opportunity to become part of a team that makes a difference to our members and our community every day!