Medicare Retention Specialist

Medicare Retention Specialist

The Medicare Retention Specialist is responsible for supporting member retention efforts by providing exceptional customer service to Medicare Advantage members. This role focuses on addressing member concerns, resolving issues, and educating members on plan benefits to improve satisfaction and reduce voluntary disenrollment. This is an entry-level position ideal for candidates interested in healthcare, insurance, or customer service careers. Position is fully onsite. Schedule is Monday Friday from 8:00 AM 5:00 PM.

To perform this job, an individual must perform each essential function satisfactorily, with or without reasonable accommodation, including, but not limited to:

• Respond to inbound and outbound calls from Medicare members regarding plan questions, concerns, and potential disenrollment requests
• Identify at-risk members and take proactive steps to improve retention
• Educate members on plan benefits, coverage, and available resources
• Resolve member issues related to claims, billing, pharmacy, and provider access
• Document all interactions accurately in the system in compliance with CMS guidelines
• Collaborate with internal departments (claims, enrollment, provider relations) to resolve escalated member issues
• Follow all compliance and regulatory requirements related to Medicare Advantage plans
• Meet performance metrics such as call quality, productivity, and retention goals

Supervisory responsibility includes:

• None

Qualifications and education:

Required qualifications:

• High school diploma or equivalent required
• 1-2 years of experience in customer service, call center, or healthcare environment required
• Bilingual (English/Spanish) required
• Strong verbal and written communication and problem-solving skills
• Basic computer proficiency (Microsoft Office, Excel, Outlook, CRM systems and ability to learn new systems quickly.
• Ability to handle sensitive situations with empathy and professionalism
• High level of professionalism and ability to handle confidential information

Preferred qualifications:

• Experience working with Medicare or health insurance plans
• Knowledge of CMS regulations (a plus, not required)
• Prior experience in retention efforts

Core competencies:

• Empathy and emotional intelligence
• Customer focus and service excellence
• Problem solving and critical thinking
• Communication skills (verbal and written)
• Team collaboration, works efficiently with internal departments.

Working conditions:

• The noise level in the work environment is usually moderate.
• Works in the field
• Interacts with patients, family members, staff, visitors, government agencies, etc., under a variety of conditions and circumstances.

This work requires the following physical activities: climbing, bending, stooping, kneeling, reaching, sitting, standing, walking, lifting, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed indoors. Sits, stands, bends, lifts, and moves intermittently during working hours. May be sitting for a prolonged period.

The work schedule is approximate, and hours/days may change based on company needs. All full-time employees are required to complete forty (40) hours per week as scheduled, including weekends and holidays as needed. May require some OT during varying seasons of the year.

Physical demands:

• The employee must be able to frequently lift up to 10 pounds and occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Performance measurements:

• Duties accomplished at the end of the day/month.
• Attendance/punctuality.
• Compliance with Company regulations.
• Safety and Security.
• Quality of work.

This Job Description may be modified at any time at the discretion of the employer as business operations may deem necessary. This does not constitute an employment agreement and may not include all duties.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. The incumbent must be able to work in a fast-paced environment with a demonstrated ability to juggle and prioritize multiple competing tasks and demands and to seek supervisory assistance as appropriate.

Employee Acknowledgement: I have read this job description and understand what is expected of me while I occupy this role.