Healthcare Sales Retention Manager Onsite/Hybrid

$72,000 - $138,000/Yr

EmblemHealth - New York, NY

Full-time - Senior

Hybrid - New York, NY

Insurance Carriers and Related Activities

About the position

The Healthcare Sales Retention Manager at EmblemHealth is a pivotal role responsible for overseeing a team of Retention Specialists focused on enhancing member retention through strategic call campaigns. This position requires collaboration with various business units to implement innovative initiatives aimed at improving the member experience and reducing disenrollment rates. The role is hybrid, requiring in-office presence as necessary, and is integral to the success of EmblemHealth's government and state-sponsored product lines.

Responsibilities

• Manage a team of up to 12 Retention Specialists to drive member retention through inbound and outbound call campaigns.
• Collaborate with the Marketplace Sales Leadership team to implement retention strategies that decrease disenrollment and enhance member loyalty.
• Coordinate with various EmblemHealth business units to roll out initiatives that improve the member experience, including proactive outreach for essential physician visits.
• Function as a liaison with all EmblemHealth departments to identify and resolve member recertification issues.
• Utilize automated tools such as Facets, EPACES, Salesforce, and Genesys to enhance the retention team's effectiveness.
• Maintain an expert understanding of NYSOH marketplace and Medicaid Roster renewal protocols and regulatory requirements.
• Coordinate member campaign strategies to minimize overlap of multiple member touchpoints.

Requirements

• 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 required.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint) required.
• Proficiency in Salesforce and Facets required.
• Excellent communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences required.