Director, Member Engagement Retention

Clever Care Health Plan•Huntington Beach, CA

1d•Hybrid

About The Position

Clever Care was created to meet the unique needs of the diverse communities we serve. Our innovative benefit plans combine Western medicine with holistic Eastern practices, offering benefits that align with our members’ culture and values. We’re on a mission! Our rapid growth reflects our commitment to making healthcare accessible for underserved communities. At Clever Care, you’ll have the opportunity to make a real difference, shape the future of healthcare, and be part of a fast-moving, game-changing organization that celebrates diversity and innovation.

Requirements

Bachelor's degree in Business, Healthcare Administration, Public Health, Marketing, or a related field; MBA, MHA, or similar advanced degree preferred.
7–10 years of progressive experience in health plans or managed care, with a focus on Medicare Advantage member experience, retention, customer lifecycle, or related strategy roles.
Demonstrated success leading cross-functional projects or programs that delivered measurable improvements in member or customer retention, satisfaction, or engagement.
Experience working in a matrixed environment and influencing stakeholders across multiple departments without direct authority.
Hands-on experience using data and analytics (e.g., segmentation, cohort analysis, performance dashboards) to identify at-risk members and design targeted interventions.
Direct exposure to Medicare Advantage products, regulatory requirements, and member communications/marketing rules; strong preference for candidates from MA plans or closely related environments.
Experience collaborating with providers and/or brokers (or distribution partners) on growth or retention initiatives is preferred.
Strategic thinking with the ability to connect member needs, regulatory context, and business goals into clear retention programs and roadmaps.
Proven ability to design and execute omni-channel member engagement strategies (phone, email, SMS, portal, app, community/field) using CRM or marketing automation platforms.
Strong analytical literacy: comfortable working with dashboards, performance reports, and large data sets; able to partner closely with analytics teams and translate insights into decisions.
Excellent project management and organizational skills, including prioritization, planning, and driving execution across multiple concurrent initiatives.
Outstanding communication and presentation skills, with experience engaging senior leaders and translating complex information into clear, compelling narratives and action plans.
Collaborative leadership style with a bias toward action, accountability, and continuous improvement.
Cultural competence and passion for serving diverse, multilingual Medicare populations; bilingual skills in Vietnamese, Mandarin, Cantonese, Korean, or Tagalog are a strong plus.

Nice To Haves

MBA, MHA, or similar advanced degree preferred.
Experience collaborating with providers and/or brokers (or distribution partners) on growth or retention initiatives is preferred.
Bilingual skills in Vietnamese, Mandarin, Cantonese, Korean, or Tagalog are a strong plus.

Responsibilities

Contribute to the development and refinement of Clever Care's Medicare Member Retention Strategy, translating the broader vision into a focused set of priorities and initiatives.
Lead key retention programs (e.g., first-year retention, targeted outreach to at-risk segments) and ensure they are designed, implemented, and monitored for impact.
Recommend new retention ideas and enhancements based on data, member feedback, and frontline insights, and help build business cases for investment.
Maintain and evolve Medicare member journey views for priority segments (e.g., new-to-plan members, high-risk cohorts) to identify friction points and opportunities for engagement.
Partner with Marketing, Digital, and Operations to execute omni-channel engagement campaigns (phone, email, SMS, portal, app, community centers) that drive benefit awareness and satisfaction at critical moments.
Support enhancements to the Medicare Member Welcome and onboarding experience, ensuring programs are implemented consistently and monitored for retention impact.
Use available VOC sources (complaints, grievances, CAHPS-related inputs, surveys, call insights, digital analytics) to identify root causes of disenrollment and member dissatisfaction.
Partner with Quality, Operations, and Product to translate insights into specific improvements and track follow-through.
Support closed-loop processes to ensure member issues are addressed and learnings feed back into retention efforts.
Help define and track retention KPIs (e.g., disenrollment by segment, reasons for disenrollment, first-year retention, engagement with targeted interventions).
Work closely with Analytics and IT to leverage existing dashboards and tools, and to shape enhancements that support retention programs (e.g., lists of at-risk members, propensity scores).
Use reports and data to monitor program performance, identify trends, and recommend adjustments.
Coordinate a cross-functional Medicare retention working group, ensuring clear agendas, priorities, and follow-ups across Quality, Operations, Community Centers, Marketing, Sales, IT, and Product.
Serve as a central point of contact for assigned retention initiatives, clarifying roles, timelines, and deliverables with partner teams.
Collaborate with Care Management and Clinical teams on targeted interventions for high-risk members where care quality and engagement intersect.
Partner with Provider Relations to support provider-focused retention tactics (e.g., education, talking points, tools) that reinforce member satisfaction and continuity with the plan.
Collaborate with Sales and Broker/Distribution leadership on broker training and retention-focused communications to help brokers support members beyond initial enrollment.
Provide guidance and informal leadership to team members such as a Member Engagement Specialist, including day-to-day direction and support on projects.
Model collaborative, data-driven decision-making and help build a culture of continuous improvement around member retention.