Member Retention Specialist (Must reside in CA)

Description The Member Retention Specialist is responsible for implementing strategies to retain members within the organization. This role involves working closely with department management and other departments to ensure project priorities align with organizational goals. Key responsibilities include verifying the accuracy of dis-enrollments, assisting in the re-enrollment process, and gathering feedback from disenrolled members to identify common issues and driving factors. Professional Duties

• Collaborate with management of Member Growth and Retention department to engage strategic plans, set objectives for retention initiatives, and ensure alignment with organizational goals.
• Contact disenrolled members to verify the accuracy of their disenrollment data and document interactions and findings.
• Assist members in correcting erroneous disenrollments and offer guidance and support.
• Provide accurate and timely data on findings and report to management.
• Respond to member inquiries in a timely manner and in accordance with departmental policies.
• Perform other duties as assigned.
• Serve as an ambassador for Desert Oasis Healthcare and Family Hospice Care at all times and positively shape the customer experience
• Introduce self and your role
• Be knowledgeable about your job so that you can serve others effectively
• Help others, offering to assist (Ask, how may I help you?)
• Do your share. Do what you say you will do and take action, follow through. Be willing to pitch in and help
• Let your patients, customers and co-workers know what they can expect from you and follow through
• Be an active listener (make eye contact, validate)
• Address customers as Mr., Mrs., or Ms. until invited to do otherwise. Never use terms of endearment such as hon, dear, sweetie, etc.
• Be accountable for your work
• Be sensitive to factors that influence customers and co-worker’s situation including age, gender, culture, race and socioeconomic status. Be observant of others’ social cues (emotions) and respond appropriately
• Speak clearly and use understandable language (avoid medical jargon or slang)
• Summarize key information and provide written materials whenever possible
• Validate to ensure understanding
• Use open-ended questions to engage
• Demonstrate appropriate body language and tone of voice
• Answer all phone calls with a salutation, introduction and offer to assist (Good afternoon, Desert Oasis Healthcare or Family Hospice Care, this is (your name), how may I help you?)
• Speak positively about your work, co-workers and Desert Oasis Healthcare and Family Hospice Care
• See the positive in situations and in others
• Avoid gossip and negativity
• Offer to answer any additional questions that the person, patient or customer may have
• Anticipate needs that will arise before your next meeting
• Inform patients and co-workers of how and when to contact you under normal circumstances (phone number, email, a help line, Immediate Care, etc.) or when unforeseen issues arise

Qualifications

• High School diploma or equivalent.
• 1 year of experience in member retention, customer service, or a related field, preferably within healthcare, medical groups, IPAs, or health insurance.
• Ability to compile, interpret and analyze data and produce an accurate report of findings.
• Ability to communicate effectively with individuals within all levels of the organization, patients, patient family members, providers, vendors and others.
• Ability to provide high-quality customer service, handle inquiries and complaints professionally, and maintain a positive attitude.
• Ability to effectively establish and maintain positive professional relationships.
• Ability to manage time and prioritize tasks to meet established deadlines
• Ability to utilize Microsoft Office Suite applications/software (Word, Excel, Power Point, Excel) and other computer software/programs
• Ability to adapt to changing priorities and work in a fast-paced environment. Self-motivated with the ability to work independently and take initiative in identifying and addressing challenges.
• At the discretion of DOHC/FHC management, this position has the potential to be a full or hybrid telecommuting position.

Physical Demands Type Description Sitting Approximately 70% of day. Standing Approximately 15% of day. Walking Approximately 15% of day. Lifting 0 - 20 lbs. approximately 10% of day. Bending Approximately >10% of day. Kneeling Apply tot his job Apply To this Job