Medicare Retention Specialist, Intermediate

Your Role

The Medicare Retention Specialist team is designed to implement retention-based strategies to increase member retention and reduce disenrollment while providing inbound support triaging calls for Direct Sales. The Medicare Retention Specialist will report to the Manager of Direct Sales Enrollment. In this role you will be responsible for ongoing member outreach to increase member retention. 

This position requires being in the office 3 days per week in our Woodland Hills office.

Your Work

In this role, you will:

• Be responsible for member retention through outbound outreach efforts and contact members through established marketing, referral, and call campaigns
• Interact with members via telephone to educate and recommend healthcare products based on needs analysis and member feedback
• Maintain member relationship and provide follow-up member service to existing and in-process accounts for purposes of retention
• Maintain a book of business; responsible for retaining membership and educating members on the value of plans
• Onboarding new members to establish a relationship with Blue Shield of California
• Work various outbound calls campaigns to educate and retain current members
• Ability to meet required call center production and retention metrics
• Triage incoming calls and route to dedicated team during Medicare Annual Enrollment Period
• Responsible for outbound disenrollment call campaigns to survey previous members
• Provide other admin support as required to accommodate business need

Your Knowledge and Experience

• Requires high school diploma or GED
• Requires at least 3 years of prior relevant experience
• Requires experience with Customer Service and Sales and/or Sales Support
• California State Life License preferred
• Medicare and/or healthcare experience strongly preferred
• Strong computer aptitude and working knowledge of systems: Word, Excel, Outlook, Salesforce.com (Shieldlink), Facets, Avaya CTI
• Ability to demonstrate the following: patience, persistence, critical thinking