Minimum 5 years in Medicare Advantage or managed care.
2-3 years of leadership experience.
Preferred background in retention, member experience, or market operations.
Project management experience with an understanding of principles preferred.
PMP certification preferred.
Strong analytical skills to interpret disenrollment trends and performance data.
Effective communication skills for diverse audiences.
Strong facilitation skills for leading sessions and meetings.
Ability to manage multiple projects and competing priorities.
Demonstrated understanding of the healthcare industry and member lifecycle operations.
Curiosity about AI and its application in improving operations.
Advanced skills in Microsoft Office Suite and SQL required.
Responsibilities
Lead retention programs by translating member feedback and performance insights into actionable strategies.
Serve as the primary retention partner to market leadership and cross-functional teams.
Conduct quarterly listening sessions, managing all logistics and follow-up actions.
Deliver root cause analysis and process improvement recommendations post-listening sessions.
Provide insights on disenrollment trends and performance to support improvement efforts.
Collaborate with Sales Directors to monitor agency performance and emerging risks.
Track market performance against retention goals and support strategy adjustments as needed.
Work with the Retention Campaign Specialist to execute and analyze market campaigns.
Maintain a log of scheduled sessions and deliverables to ensure progress tracking.
Communicate timelines, risks, and escalations to stakeholders effectively.
Benefits
Mostly remote work mode.
Annual employee bonus program.
Robust wellness program.
Generous paid-time-off (PTO) policy.
Eleven paid holidays plus additional floating and birthday holidays.
Excellent 401(k) plan with employer match.
Employee recognition program.
Tuition reimbursement opportunities.
Chance to make a meaningful impact on members and the community.
Full Job Description
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 escalate 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
An 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're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. 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.
