Company Statement
For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.
Healthcare Sales Retention Manager – Onsite/Hybrid
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
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.