EmblemHealth is proudly expanding our Marketplace Sales team and is in search of a high-caliber Retention Manager. We are looking for a dynamic Marketplace Retention Manager who is not only skilled in community engagement but also excels in building relationships and generating leads.

This pivotal role involves overseeing a dedicated team of up to 12 Retention Specialists focused on driving member retention through strategic inbound and outbound call campaigns. The role will collaborate closely with Marketplace Sales Leadership team to implement robust retention strategies that will effectively decrease disenrollment and enhance member loyalty. Additionally, the role will coordinate with various EmblemHealth business units, including EmblemHealth Neighborhood Care, Quality, and Customer Service, to roll out innovative initiatives that significantly improve the member experience, such as proactive outreach to schedule essential physician visits.

The role is instrumental in elevating retention for members in EmblemHealth’s government and state-sponsored product lines. This is a hybrid role, but will be required to be in office as necessary.  

Role and Responsibilities

Manage team of agents to assist individuals by completing the appropriate forms and meeting necessary recertification/re‐enrollment targets, or by the facilitation of the process. Function as a liaison with all EmblemHealth departments to help identify and resolve member’s recertification problems or concerns. Utilize automated tools such as Facets, EPACES, Salesforce, Genesys, to improve the retention team’s ability to drive improvement in member retention. Work closely with the Marketplace product leads to drive operational execution of call center strategies to drive member retention. Maintain expert understanding of NYSOH marketplace and Medicaid Roster (LDSS) renewal protocols and regulatory requirements. Coordinate member campaign strategy to minimize overlap of multiple member touchpoints across multiple touchpoints (Hub, & EHNC, Sales and Marketing, Quality, etc.)

Qualifications

Bachelor’s degree required 5 – 8+ years of healthcare industry experience, preferably in government and state sponsored programs required 2 – 4+ years of call center/customer service staff management experience required Critical thinking and creative problem‐solving skills; ability to make effective decisions required Ability to organize, prioritize, coordinate, and manage multiple priorities with competing deadlines and priority levels required Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required Proficiency in Salesforce and Facets required Excellent communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences required Additional Information Requisition ID: 1000002174 Hiring Range: $72,000-$138,000