Retention Specialist

Salary :

$23 - 25 hourly

Company : Community Health Plan Of Imperial Valley

Job Type : Full Time

Imperial, Ca

Job Description - Retention Specialist

About Us
Community Health Plan of Imperial Valley (CHPIV) is committed to improving the health and well-being of our community by offering accessible, high-quality, and culturally sensitive healthcare services. We are a local health plan dedicated to making a positive impact through education, outreach, and innovative care.

Position Overview
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.

Key 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.

Qualifications

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.

What We Offer

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

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Retention Specialist

Job Description - Retention Specialist

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