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Membership Retention Specialist

Tempe, Arizona Apply Now Job ID 1170975 Category Marketing & Communications Organization Centene Corporation Schedule Full-time
Description:
Position Purpose: The Membership Retention Specialist will play an important role on our expanding Medicare call center retention team.  These team members are vital to strengthening our Medicare customer relationships through member education relative to benefits and Medicare plan usage and for telephonic “high touch” outreach to improve membership retention of current and newly enrolled Medicare Advantage members, Medicare Part D members, CalMediConnect Members, etc.

Responsibilities:

-Provides education and assistance to existing and new members over the telephone.

-Conducts new member outreach to integrate new members to their Medicare health plan.

-Acts a resource and member advocate for members, supplementing the service work performed by the Customer Contact Center team and interfaces with the Customer Contact Center to address member issues by the specific member situation.

-May research call sources, place outbound calls to members or other service providers (e.g. pharmacist, physician office, etc.) to try and obtain updated information for the member.

-Responds to escalated member issues and attempts resolution to enhance member experience and minimize controllable disenrollments.

-Assists members with special circumstances and works with Care Management to coordinate service needs for covered benefits.

-May facilitate member requests for “plan to plan” changes during Annual Election Period and Open Enrollment Period and ensures all necessary paperwork is completed and records are maintained.

-Maintains relationships with senior centers, senior focused community organizations, contracted providers, and other community resources to facilitate higher levels of awareness and understanding of Medicare Programs and the services and plans available in the Medicare Advantage service area.

-May promote the brand throughout the Medicare community and participate in various outreach initiatives.

-Maintains and applies a high level of working knowledge regarding Centers for Medicare & Medicaid Services (CMS) regulations, particularly those related to marketing and customer service.

-Tracks and documents all member interactions, analyzes the associated data and makes recommendations to management to improve the customer experience.

-Prepares reports from contact data regarding member retention activities and results in order to identify positive and adverse trends with member and market issues.

-Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals.

-Performs other duties as assigned.

Qualifications:

Education/Experience: Bachelor’s degree in Sales, Marketing or other related field preferred. Minimum three years in sales, marketing and/or customer service, preferably in health care environment. Medicare experience strongly preferred. Bilingual in English/Spanish desirable.

License/Certification: Current insurance license for state in which product is sold, or ability to obtain license within 45 days of hire.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
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