Director, Member Engagement Retention

Job DetailsJob Location: Huntington Beach Office - Huntington Beach, CA 92647Position Type: Full TimeSalary Range: $140,000.00 - $175,000.00 SalaryAre you ready to make a lasting impact and transform the healthcare space? We are one of Southern California’s fastest-growing Medicare Advantage plans with an incredible 112% year-over-year membership growth.   

Who Are We? ✨ 

Clever Care was created to meet the unique needs of the diverse communities we serve. Our innovative benefit plans combine Western medicine with holistic Eastern practices, offering benefits that align with our members’ culture and values. 

Why Join Us? 🏆 

We’re on a mission! Our rapid growth reflects our commitment to making healthcare accessible for underserved communities. At Clever Care, you’ll have the opportunity to make a real difference, shape the future of healthcare, and be part of a fast-moving, game-changing organization that celebrates diversity and innovation. 

Job Summary

The Director, Member Engagement and Retention is responsible for leading key retention programs and initiatives for Medicare Advantage members that reduce avoidable disenrollment and improve member loyalty across Clever Care's markets. This role combines strategic thinking with strong execution, translating the overall retention vision into focused, measurable programs in partnership with leaders across the organization.

You will provide thought leadership on Medicare member retention, own critical workstreams, and coordinate cross-functional efforts (Operations, Quality, Community Engagement, Marketing, Sales, IT, Provider Relations, and Broker/Distribution) to ensure key touchpoints support satisfaction and long-term membership. The role reports to the VP, Product & Member Engagement and is ideal for a director who can both shape strategy and roll up their sleeves to drive execution.

The Director will manage direct reports and report to the Vice President, Product & Member Engagement.

Job Functions & Responsibilities

Retention Strategy & Outcomes

· Contribute to the development and refinement of Clever Care's Medicare Member Retention Strategy, translating the broader vision into a focused set of priorities and initiatives.

· Lead key retention programs (e.g., first-year retention, targeted outreach to at-risk segments) and ensure they are designed, implemented, and monitored for impact.

· Recommend new retention ideas and enhancements based on data, member feedback, and frontline insights, and help build business cases for investment

Member Journey, Digital Engagement & Experience

· Maintain and evolve Medicare member journey views for priority segments (e.g., new-to-plan members, high-risk cohorts) to identify friction points and opportunities for engagement.

· Partner with Marketing, Digital, and Operations to execute omni-channel engagement campaigns (phone, email, SMS, portal, app, community centers) that drive benefit awareness and satisfaction at critical moments.

· Support enhancements to the Medicare Member Welcome and onboarding experience, ensuring programs are implemented consistently and monitored for retention impact.

Voice-of-Member & Continuous Improvement

· Use available VOC sources (complaints, grievances, CAHPS-related inputs, surveys, call insights, digital analytics) to identify root causes of disenrollment and member dissatisfaction.

· Partner with Quality, Operations, and Product to translate insights into specific improvements and track follow-through.

· Support closed-loop processes to ensure member issues are addressed and learnings feed back into retention efforts.

Analytics, KPIs & Reporting

· Help define and track retention KPIs (e.g., disenrollment by segment, reasons for disenrollment, first-year retention, engagement with targeted interventions).

· Work closely with Analytics and IT to leverage existing dashboards and tools, and to shape enhancements that support retention programs (e.g., lists of at-risk members, propensity scores).

· Use reports and data to monitor program performance, identify trends, and recommend adjustments.

Cross-Functional Leadership & Execution

· Coordinate a cross-functional Medicare retention working group, ensuring clear agendas, priorities, and follow-ups across Quality, Operations, Community Centers, Marketing, Sales, IT, and Product.

· Serve as a central point of contact for assigned retention initiatives, clarifying roles, timelines, and deliverables with partner teams.

· Collaborate with Care Management and Clinical teams on targeted interventions for high-risk members where care quality and engagement intersect.

Provider & Broker Engagement for Retention

· Partner with Provider Relations to support provider-focused retention tactics (e.g., education, talking points, tools) that reinforce member satisfaction and continuity with the plan.

· Collaborate with Sal