Director, Member Retention

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

This role will own the overarching strategy and execution of our member retention efforts across the entire member lifecycle-from first impressions during onboarding to pivotal moments such as service recovery, renewal decisions, and transitions when members leave.

You will lead cross-functional efforts to design, implement, and continuously improve high-impact retention programs that address the drivers of loyalty, engagement, and churn. Your goal: create a seamless, proactive, and personalized experience while systematically addressing the drivers for disenrollment and loyalty enabling us to earn our members' trust-and keep it.

You Will

Medicare Advantage is direct to consumer health insurance product and a member choosing to stay with SCAN it the ultimate indication of satisfaction. Sometimes, a member's reasons for leaving or staying with SCAN go far beyond what is controllable within SCAN's four walls. Thus, this role will work closely with our ecosystem partners to improve retention rates. Success for this role will be measured based on improving controllable disenrollment and influencing uncontrollable disenrollment.

Develop and execute a vision and strategy for SCAN's retention program including goals, OKRs, and roadmap to execute retention strategy; present retention program updates to senior leadership team and other executives, as necessary.

Lead the design and management of key lifecycle programs that influence retention, including: New Member Onboarding Service Recovery / Issue Resolution Proactive Renewal Engagement Exit & Win-Back Programs

Become an expert in the drivers of disenrollment, retention, and loyalty; lead and/or partner with stakeholders on initiatives to improve SCAN's ability to deliver on these drives. Become an expert (within healthcare and non-healthcare industries) on trends, best practices, and technologies in customer retention to drive innovation.

Manage the definition, development, and subsequent monitoring and reporting of key success metrics and associated ROI analysis.

Build and lead a high-performing team that manages key programs and initiatives of the overall retention program.

Utilize customer feedback mechanisms to improve our overall service, products and experience to drive improved retention; build additional methods to capture member feedback and execute operational enhancements based on this feedback.

Develop and maintain our enterprise-wide service recovery program. Develop and oversee loyalty initiatives that increase SCAN's stickiness with customers and delight customers.

Develop and maintain a culture of member retention to ensure that retention is interwoven into the fabric of the organization.

This role will be responsible for deeply understanding the critical people, processes, and technology associated with our retention and onboarding programs.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience required.

Graduate or Advanced Degree or equivalent experience preferred - MBA, MPH, etc.

5-7 years operational/customer experience, and/or retention, account management or a similar role, preferably in the healthcare industry.

5 years of leadership experience.

Experience with large scale change management initiatives.

Demonstrate strong organization, time management and project management skills.

Leadership - Skilled to develops others

Proven success in designing and executing cross-functional programs that increase customer/member retention and loyalty

Business Insight - In-Depth understanding of the business

Problem Solving - Good problem-solving skills

Strategic Mindset - Creates strategies to sustain competitive advantage

Customer-focused, creative, iterative thinker with strong problem solving skills Strong planning, critical thinking and leadership skills with the ability to motivate and inspire others to achieve targets.

Proven background in successful management of innovation and implementation initiatives. Proven background in successful implementation of onboarding and/or retention programs, or similar customer experience types of programs.

Experience with Medicare Advantage is preferred Proficient with data manipulation through Excel or tableau Proven background in documenting business, technology, and data requirements.

Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.

Excellent interpersonal, group motivation and supervisory skills. Excellent written and oral communication skills, including presentation skills. Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.

Experience with coordinating diverse groups of individuals to achieve overall program success.

Exceptional communication and influence skills; able to align stakeholders around shared goals.

Ability to work well in a fast-paced and dynamic environment.

Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.

Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.

What's in it for you?

• Base salary range: $125,400.00 to $179,300.00 per year
• Work Mode - Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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