Member Retention & Education Specialist

Brighton Marine, Inc•Boston, MA

2d•Hybrid

About The Position

Reporting to the Vice President of Network & Growth Strategy, the Member Retention & Education Specialist supports the organization’s member retention, education, and satisfaction objectives by proactively engaging with US Family Health Plan members. This role provides benefit education, individualized counseling, retention outreach, and issue resolution to ensure members are fully informed, appropriately utilizing benefits, and retained within the Plan whenever possible. Through close collaboration with sales, marketing, provider relations, customer service, and third-party partners, the role contributes directly to membership stability, member satisfaction, and organizational enrollment goals.

Requirements

Bachelor’s Degree preferred, with 1-3 years of marketing, customer service, or sales experience
Experience in local health care setting and familiarity with military environment required
Excellent interpersonal, sales, and phone skills required.
Detail oriented and accustomed to a fast paced, data driven environment which utilizes reports and related content
Excellent speaking and listening abilities required, with the ability to follow-up and follow through on matters requiring additional care
Proficiency with Microsoft Office applications (Word, Excel, Access, PowerPoint); Sugar CRM, SalesForce, or other CRM software
Demonstrated familiarity with and understanding of the local military and healthcare community.
Must be able to obtain U.S. Government personnel security clearance as a condition of employment

Responsibilities

Educates new members (and existing members, when appropriate) about Plan benefits, how to access care, and other Plan policies and procedures.
Proactively follows up with new members to ensure satisfaction with the enrollment process and proactively addressing questions or issues.
Arranges on-going member education initiatives to exceed members’ expectations and increase satisfaction with the Plan and responds to inquiries, concerns, and suggestions made by members and providers through all communication forms.
Counsel members contemplating disenrollment on how that may affect their other health care options with the goal of retaining their membership, if appropriate, and ensures to the extent possible that members make fully-informed decisions.
Proactively contacts at-risk members and “Grandfathered” members who are turning age 65 to educate them on using USFHP when Medicare-eligible and retain their membership.
Provides assistance to members moving out of the area by educating them about the health care options available to them, and assisting them in porting their USFHP enrollment to another US Family Healthy Plan provider or to TRICARE Prime.
Acts as a liaison between members and the third-party administrator; provides members with one-on-one benefit counseling; and serves as point of contact for individual counseling, assistance, and information regarding other insurances.
Identifies and alerts management to trends or other broad issues which might lead to member dissatisfaction and assists with data collection of enrollment leads and other data as needed to support sales and marketing initiatives.
Assists sales team with inbound phone sales inquiries to enroll prospects, and assists with producing content for the quarterly member newsletter and other member communications.
Participates in and assists with in-person and virtual member information sessions and other sales and marketing events such as Yellow Ribbon Ceremonies.
Collaborates with sales marketing, and communications teams to identify new education opportunities and strategies for expanding depth and breadth of market- and customer-facing education.
Performs other duties as assigned.