The Senior Director of Member Retention drives member retention performance. This role defines, implements and is accountable for delivering a coordinated, cross-functional plan throughout the organization and with key partners in the community to engage and support members with the requirement of demonstrating success at minimizing avoidable loss of MassHealth eligibility.
Essential Functions
* Develop and implement strategies and align operations to minimize avoidable member loss and contribute to the achievement of committed membership goals.
* Develop and oversee member retention strategies and related work plans to achieve health plan retention goals; the retention strategies and related work plans will engage and hold accountable multiple internal functional areas as well as ensure that key provider retention responsibilities are clear, and aligned to the corporate retention goals. Critically, this role will inform and be accountable for delivering on forecasted eligibility loss rates relative to membership projections and annual budgets.
* Monitor retention metrics, analyze trends, and implement a continuous improvement cycle.
* Represent the work and outcomes to leadership and to external stakeholders who are customers of the process; these external stakeholders include, but are not limited to, advocates and regulators.
* Perform any other job related duties as requested.
Education and Experience
* Bachelor's degree required
* Master's degree preferred
* Five (5) years of health plan or policy experience required
* Ten (10) years of health plan or policy experience preferred
Competencies, Knowledge and Skills
* Strategic Thinking: Ability to develop long-term plans that align with organizational goals.
* Operational Excellence: Skilled in optimizing processes and achieving measurable results.
* Relationship Building: Adept at fostering strong internal and external partnerships and leading through influence.
* Member-Centric Approach: Deep commitment to improving the member experience and outcomes.
* Knowledge of Medicare Advantage rules and regulations.
* Knowledge of MassHealth, or other Medicaid program regulations.
* Knowledge of MassHealth contracts, contract interpretation and deep understanding of operationalizing policies and procedures to ensure compliance with contract requirements; and
* General knowledge of disability laws.
Licensure and Certification
* None
Working Conditions
* General office environment; may be required to sit or stand for extended periods of time
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