The primary responsibilities for the Manager, Retention Strategy revolve around managing existing and creating new retention programs, with a goal of maximizing customer lifetime value and ensuring customers are in the Right Plan at the Right Time throughout their lifecycle. The Retention Manager ensures Key Performance Indicators (KPIs) are met by leveraging various systems and reports, and utilizes actionable data to evaluate and improve performance results while maintaining the Healthfirst culture and driving improvement to ensure the best possible customer experience.

• Manage a wide range of existing Medicare customer retention initiatives; evaluate current success, identify gaps, recommend improvement opportunities
• Identify new and innovative programs and initiatives, designed to strengthen retention rates as well as improve customer satisfaction.
• In partnership with Director of Medicare Retention, delivering comprehensive plan that delivers on the strategies to maximize customer retention.
• Monitor best practices for retention across the Medicare industry; evaluate current industry benchmarks, and work to establish modification or new standards for Healthfirst are in place, reviewed and monitored
• Manage and monitor vendor programs aimed at market growth and enhanced customer experience, including monitoring grievance and appeals issues and trends.
• Establish, develop, and enhance meaningful and appropriate key performance indicators; ensures KPIs including but not limited to quality, productivity, and dependability requirements are met or exceeded through direct/indirect leadership.
• Build strong relationships and collaborates with internal partners, including Marketing, Market Research, Customer Insights, Enterprise Analytics and EDS to ensure retention activities are coordinated and consistent, and meet business objectives.
• Works with Corporate Compliance to ensure adequate controls are in place, reviewed and monitored appropriately.
• Establishes and communicates daily/weekly/monthly/annual priorities, expectations, and general departmental/corporate communication(s) to improve overall customer experience levels/KPIs /general Healthfirst knowledge.
• Provides status reports to management on all assigned activities, including but not limited to inventory, Service Level Agreements (SLA), active campaigns, department and employee concerns, customer service and sales related issues.
• Stay abreast of key State and Federal program proposals and changes. Partner cross functionally with Regulatory and other departments to implement program changes ensuring that the team understands the member and financial impacts of the changes.
• Ensures self and team adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines. Responds to any requests for information or audits timely and accurately.

Minimum Qualifications:

• Bachelor's degree from an accredited institution or relevant years of experience
• Strong understanding of the healthcare industry marketplace
• Ability to identify areas of opportunity, develop plan of action, communicate effectively, and execute
• Strong analytic, strategic and planning skills; must be able to successfully facilitate sound business objective within highly regulated industry
• Extremely strong oral and written communication skills, delivered in a clear, concise and compelling manner
• Comfort and confidence with data driven methodologies through analytics tools (Tableau, as an example)

Preferred Qualifications:

• Graduate degree in public health, public policy or business administration with an understanding of the dynamics of Medicare
• Demonstrated success in managing and delivering large, complex, and multifaceted projects with minimal supervision
• Prior healthcare experience at managed care organization is preferred, but not required; sound understanding of healthcare operations
• Has knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $98,400 - $142,205

• All Other Locations (within approved locations): $84,400 - $125,545

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.