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The Associate Director, Customer Service & Retention is responsible for member retention through active engagement with high-risk members. The Associate Director, Customer Service & Retention works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.

The Associate Director, Customer Service & Retention, reports directly into IFG’s Head of Sales and oversees member retention through active engagement with high-risk members. This individual will be responsible for building an end-to-end customer service and retention model that is designed to manage IFG’s portfolio of customers from the point-of-sale (Post Enrollment) throughout the member journey. This individual will build a team that handles escalated member concerns leading to discussions of plan options and election periods. This is a leadership role and the individual for this role will need experience working closely with the IFG executive team to build the strategy and work to execute that strategy with the respective team. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration and conducts briefings and area meetings; maintains frequent contact with other leaders across the organization.

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree

• 5+ Years of customer service & retention management experience in the Medicare Advantage space

• Strong technical experience

• Strong understanding of CRM

• 1+ years Leadership/Management experience

• Proven ability to mentor/coach and develop others

• Track record of building high-performing teams and achieving goals and success for a high-volume call center unit

• Prior experience coordinating operations and activities with partners/vendors, including systems migrations

• Demonstrated ability to partner across functions to create win/win strategies is required

• Prior experience leading large teams in a values-based culture is desired

• Open leadership style; actively seeks out and supports collaborative thinking and problem solving

• Skill in driving results, thinking strategically, while passionately leading operations

• Extremely organized, disciplined, hands-on leader who is not afraid of digging into details when necessary

• Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market

• Must be passionate about contributing to an organization focused on continuously improving consumer experience

Preferred Qualifications

• Master's degree

• Health Insurance License

Additional Information

Humana Perks:      

Full time associates enjoy:   

• Medical, Dental, Vision and a variety of other supplemental insurances   

• Paid time off (PTO) & Paid Holidays 

• 401(k) retirement savings plan

• Tuition reimbursement and/or scholarships for qualifying dependent children

• And much more!  

 

Social Security Task:

Alert: Humana values personal identity protection.  Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file.  When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.  

Virtual Pre-Screen:

 

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence invitin