Retention Specialist

Community Health Plan of Imperial Valley

1d • $23 - $25

About The Position

The Retention Specialist operates as a key point of contact for members, balancing the goals of member retention with providing a positive and professional experience. This role requires a solution-oriented mindset, strong communication skills, and the ability to work independently in a fast-paced environment.

Requirements

• Strong interpersonal and communication skills in both English and Spanish.
• Ability to build and maintain effective working relationships with members, colleagues, and providers.
• Strong problem-solving and conflict-resolution skills.
• Ability to prioritize tasks, multitask, and work independently.
• Proficiency with computers, electronic health records, and standard office software (Excel, Microsoft Office).
• Detail-oriented with the ability to accurately document interactions and track outcomes.
• Ability to adapt to changing conditions and maintain composure in a fast-paced environment.
• Commitment to member confidentiality and adherence to HIPAA regulations.

Responsibilities

• Handle inbound calls from members wishing to cancel services, actively listening to concerns and offering solutions to retain membership.
• Conduct outbound calls to former or inactive members to encourage reinstatement.
• Actively engage with members to enhance satisfaction and overall experience with CHPIV.
• Achieve retention goals and metrics set for assigned regions or member populations.
• Design member profiles and strategies that enable all team members to improve engagement and retention efforts.
• Analyze member feedback and data to identify trends and recommend improvements to retention strategies.
• Conduct satisfaction surveys and serve as a member advocate to resolve issues promptly.
• Collaborate with internal teams, including providers and administrative staff, to ensure consistent member service.
• Maintain up-to-date knowledge of CHPIV services, programs, and policies.
• Document interactions and escalate complex issues to the Supervisor of Member Retention when necessary.
• Participate in ongoing process improvement initiatives and contribute ideas to enhance efficiency.
• Educate new members on plan benefits, programs, and services.
• Support marketing and referral efforts to grow the member base.

Benefits

• Competitive salary of $23-$25/ hour
• Comprehensive benefits package that pays 85% of the cost of your family's healthcare
• A 401 (k) with a generous match
• Paid time off and holidays
• Opportunities for growth and professional development
• A chance to make a real difference in the health of your community

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees