Program Manager - Retention

SCAN Group; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

SCAN is seeking a Program Manager - Retention to lead retention efforts across markets by translating member feedback, disenrollment trends, and performance data into targeted actions. You will partner with market leadership and cross-functional teams to execute strategies, run listening sessions, monitor risks, and drive improvements across the member lifecycle.

Advanced data skills and AI curiosity are valued.

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 or Stars background preferred.
• Project management experience; PMP preferred.

Responsibilities

• Lead retention programs for assigned markets, translating feedback into actions.
• Partner with market leadership and cross-functional teams to execute strategies.
• Run quarterly listening sessions and manage invitations, RSVP, and follow-ups.
• Deliver root cause analyses and improvement recommendations post-sessions.
• Share disenrollment trends and campaign results with key teams.
• Monitor vDER, call data, and market performance to adjust strategies.
• Coordinate with Retention Campaign Specialist and Data & Analytics on campaigns.
• Maintain a shared log of sessions, campaigns, owners and next steps.
• Communicate timelines, barriers, risks, and escalations to leadership.
• Demonstrate curiosity about AI to enhance SCAN operations.

Skills

Retention Program Management

Data analysis

Cross-functional leadership

Communication

Facilitation

Project management

AI curiosity

Education

Bachelor's Degree or equivalent experience

Tools

Microsoft Office

SQL

Visio

PowerPoint

Excel

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 Job

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.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN's Vision and Goals.
• 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. Co