Program Manager - Retention

SCAN Health Insurance•Long Beach, CA

4d•$106,200 - $140,000•Remote

About The Position

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.

Requirements

Bachelor's Degree or equivalent experience.
5 years minimum of related experience in Medicare Advantage or managed care.
2-3 years of leadership experience
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.

Nice To Haves

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.
CoPilot experience preferred.

Responsibilities

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.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.