USFHP Retention & Eligibility Advisor - Remote

Martin's Point Health Care Inc.; Portland, Northern (ME, KY); Hybrid; USD 39,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement savings plan

Paid time off

Job summary

Martin's Point Health Care Inc. seeks a Remote USFHP Retention & Eligibility Advisor to oversee member retention programs for TRICARE/USFHP.

The role requires analyzing disenrollment data, coordinating outreach to at-risk members, and collaborating with Enrollment and BI teams to improve plan loyalty. The position emphasizes strong communication, analytical skills, and the ability to present retention strategies to senior management.

Qualifications

• Associate’s degree or equivalent combination of education and experience.
• 3+ years of experience with Tricare or USFHP.
• Experience working directly with health plan beneficiaries.

Responsibilities

• Develops and recommends policies and procedures regarding beneficiary issues with a focus on member satisfaction and retention.
• Uses disenrollment reports, complaint and grievance data, and member feedback to analyze disenrollment trends and resolve gaps.
• Coordinates outreach to pending disenrolling members; collaborates with Enrollment Department on disenrollment issues.

Skills

TRICARE knowledge

Customer service

Communication

Analytical

CRM

Data analysis

Education

Associate’s degree or equivalent

Tools

CRM software

MS Office

Job description

## USFHP Retention & Eligibility Advisor - RemoteApply: Portland, ME: Full time: Posted Yesterday: REQ-2026-361Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of \"people caring for people,\" Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a \"Great Place to Work\" since 2015.## Position SummaryThe Retention & Eligibility Advisor is responsible for overseeing all aspects of USFHP member retention program. This includes but not limited to, communicating with members to ensure members remain in the Plan, identify and track disenrollment reasons and trends to minimize dis-enrollments, and identify and implement member retention initiatives and strategies. Member retention plays a critical role in increasing member/brand loyalty and meeting corporate member standards. The retention specialist will work cross-functionally across Martins Point USFHP and with our members to increase loyalty and retain membership for USFHP. This includes listening to member’s reasoning for disenrollment through multiple data points and providing leadership recommended solutions. Candidate must have good communication, critical thinking skills, and the ability to be empathetic to the consumers’ needs and concerns.## Job Description**Key Outcomes:*** Develops and recommends policies and procedures regarding beneficiary issues with a focus on member satisfaction and retention.* Uses disenrollment reports, complaint and grievance data, and member feedback to analyze disenrollment trends and apply critical thinking to resolve gaps and potential gaps in Plan goals.* Coordinates outreach to pending disenrolling members* Collaborates with Enrollment Department regarding issues involving the disenrollment of members of the Plan.* Creates and presents member educational seminars and other presentations, as required.* Supports training and quality initiatives* Offer insight about best practices to senior management based on disenrollment exit interviews with beneficiaries. Have some familiarity with statistical analysis and reporting methodologies. Present business case module to senior management to promote specific retention strategies. Evaluative campaign results.* Develop an aggressive retention strategy based on consumer feedback. Work with the internal growth team on creation and preparation of new retention campaigns.* Responsible for coordinating the loyalty and retention programs designed to win back, reward, and retain members/beneficiaries.* Act as a liaison between member, health plan teams as needed.* Collaborate with member service escalation team to ensure member issues are addressed and resolved quickly.* Writing and presenting consumer behavior reports in the Consumer Relationship Management (CRM) database.* Engage beneficiaries in fact finding discussion to ascertain the reason for dissatisfaction. Confirm reason and attempt to retain if possible.* Process all disenrollment request in our CRM.* Follow program policies and procedures consistent with Department of Defense, Defense Health Agency, and state laws and guidelines* Develop and maintain up-to-date disenrollment and retention reports monthly through collaboration with Business Intelligence (BI) analysts.* Supplements outbound call volume when needed**Education/Experience:*** Associate’s degree or equivalent combination of education and experience* 3+ years of experience with Tricare or USFHP* Experience working directly with health plan beneficiaries.**Skills/Knowledge/Competencies (Behaviors):*** Deep knowledge of TRICARE benefit preferred* Understanding of managed care concepts* Excellent telephone and interpersonal skills required. Strong commitment to customer service required.* Must be able to work efficiently and independently.* Must be analytical in research and problem resolution.* Strong computer skills (keyboard proficient, quick data entry and a high level of accuracy).* Able to work cooperatively with other departments.* Multi-task oriented with the ability to prioritize.* Well organized with excellent follow up skills.* Ability to handle crisis situations and can easily adapt to change.* Ability to design work processes around customer needs and expectations.* Ability to establish accountability.**There are additional competencies linked to individual contributor, provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.**Pay Range:$28.37 - $35.05The pay range above reflects the anticipated base pay range based on a full-time position. Actual compensation will be determined based on factors such as experience, skills, qualifications, and other job-related considerations. Employees may also be eligible for additional compensation, including incentive or commission-based programs, where applicable and subject to the terms of the relevant plan.In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits. ## *This position is not eligible for immigration sponsorship.*