Retention Specialist
Imperial, CA
Full Time
Mid Level
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
Qualifications
What We Offer
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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