Director, Member Engagement Retention

Are you ready to make a lasting impact and transform the healthcare space? We are one of Southern California's fastest-growing Medicare Advantage plans with an incredible 112% year-over-year membership growth.


Who Are We?


Clever Care was created to meet the unique needs of the diverse communities we serve. Our innovative benefit plans combine Western medicine with holistic Eastern practices, offering benefits that align with our members' culture and values.


Why Join Us?


We're on a mission! Our rapid growth reflects our commitment to making healthcare accessible for underserved communities. At Clever Care, you'll have the opportunity to make a real difference, shape the future of healthcare, and be part of a fast-moving, game-changing organization that celebrates diversity and innovation.


Job Summary

The Director, Member Engagement and Retention is responsible for leading key retention programs and initiatives for Medicare Advantage members that reduce avoidable disenrollment and improve member loyalty across Clever Care's markets. This role combines strategic thinking with strong execution, translating the overall retention vision into focused, measurable programs in partnership with leaders across the organization.

You will provide thought leadership on Medicare member retention, own critical workstreams, and coordinate cross-functional efforts (Operations, Quality, Community Engagement, Marketing, Sales, IT, Provider Relations, and Broker/Distribution) to ensure key touchpoints support satisfaction and long-term membership. The role reports to the VP, Product & Member Engagement and is ideal for a director who can both shape strategy and roll up their sleeves to drive execution.

The Director will manage direct reports and report to the Vice President, Product & Member Engagement.

Job Functions & Responsibilities

Retention Strategy & Outcomes
• Contribute to the development and refinement of Clever Care's Medicare Member Retention Strategy, translating the broader vision into a focused set of priorities and initiatives.
• Lead key retention programs (e.g., first-year retention, targeted outreach to at-risk segments) and ensure they are designed, implemented, and monitored for impact.
• Recommend new retention ideas and enhancements based on data, member feedback, and frontline insights, and help build business cases for investment

Member Journey, Digital Engagement & Experience
• Maintain and evolve Medicare member journey views for priority segments (e.g., new-to-plan members, high-risk cohorts) to identify friction points and opportunities for engagement.
• Partner with Marketing, Digital, and Operations to execute omni-channel engagement campaigns (phone, email, SMS, portal, app, community centers) that drive benefit awareness and satisfaction at critical moments.
• Support enhancements to the Medicare Member Welcome and onboarding experience, ensuring programs are implemented consistently and monitored for retention impact.

Voice-of-Member & Continuous Improvement
• Use available VOC sources (complaints, grievances, CAHPS-related inputs, surveys, call insights, digital analytics) to identify root causes of disenrollment and member dissatisfaction.
• Partner with Quality, Operations, and Product to translate insights into specific improvements and track follow-through.
• Support closed-loop processes to ensure member issues are addressed and learnings feed back into retention efforts.

Analytics, KPIs & Reporting
• Help define and track retention KPIs (e.g., disenrollment by segment, reasons for disenrollment, first-year retention, engagement with targeted interventions).
• Work closely with Analytics and IT to leverage existing dashboards and tools, and to shape enhancements that support retention programs (e.g., lists of at-risk members, propensity scores).
• Use reports and data to monitor program performance, identify trends, and recommend adjustments.

Cross-Functional Leadership & Execution
• Coordinate a cross-functional Medicare retention working group, ensuring clear agendas, priorities, and follow-ups across Quality, Operations, Community Centers, Marketing, Sales, IT, and Product.
• Serve as a central point of contact for assigned retention initiatives, clarifying roles, timelines, and deliverables with partner teams.
• Collaborate with Care Management and Clinical teams on targeted interventions for high-risk members where care quality and engagement intersect.

Provider & Broker Engagement for Retention
• Partner with Provider Relations to support provider-focused retention tactics (e.g., education, talking points, tools) that reinforce member satisfaction and continuity with the plan.
• Collaborate with Sales and Broker/Distribution leadership on broker training and retention-focused communications to help brokers support members beyond initial enrollment.

Team Leadership & Development
• Provide guidance and informal leadership to team members such as a Member Engagement Specialist, including day-to-day direction and support on projects.
• Model collaborative, data-driven decision-making and help build a culture of continuous improvement around member retention.

Qualifications

Education & Experience:
• Bachelor's degree in Business, Healthcare Administration, Public Health, Marketing, or a related field; MBA, MHA, or similar advanced degree preferred.
• 7-10 years of progressive experience in health plans or managed care, with a focus on Medicare Advantage member experience, retention, customer lifecycle, or related strategy roles.
• Demonstrated success leading cross-functional projects or programs that delivered measurable improvements in member or customer retention, satisfaction, or engagement.
• Experience working in a matrixed environment and influencing stakeholders across multiple departments without direct authority.
• Hands-on experience using data and analytics (e.g., segmentation, cohort analysis, performance dashboards) to identify at-risk members and design targeted interventions.
• Direct exposure to Medicare Advantage products, regulatory requirements, and member communications/marketing rules; strong preference for candidates from MA plans or closely related environments.
• Experience collaborating with providers and/or brokers (or distribution partners) on growth or retention initiatives is preferred.

Skills:
• Strategic thinking with the ability to connect member needs, regulatory context, and business goals into clear retention programs and roadmaps.
• Proven ability to design and execute omni-channel member engagement strategies (phone, email, SMS, portal, app, community/field) using CRM or marketing automation platforms.
• Strong analytical literacy: comfortable working with dashboards, performance reports, and large data sets; able to partner closely with analytics teams and translate insights into decisions.
• Excellent project management and organizational skills, including prioritization, planning, and driving execution across multiple concurrent initiatives.
• Outstanding communication and presentation skills, with experience engaging senior leaders and translating complex information into clear, compelling narratives and action plans.
• Collaborative leadership style with a bias toward action, accountability, and continuous improvement.
• Cultural competence and passion for serving diverse, multilingual Medicare populations; bilingual skills in Vietnamese, Mandarin, Cantonese, Korean, or Tagalog are a strong plus.

Leadership Expectations

By way of leadership approach, mobilize others to create extraordinary results, and unite people to turn challenges into successes by championing the following:

1. Model the Way:
• Clarify values by finding your voice and affirming shared values
• Set the example by aligning actions with shared values

2. Inspire a Shared Vision
• Envision the future by imagining and sharing exciting possibilities
• Enlist others in a common vision by appealing to shared ambitions

3. Challenge the Process
• Search for opportunities by seizing the initiative and looking outward for innovative ways to improve
• Experiment and take risks by consistently generating small wins and learning from experience

4. Enable Others to Act
• Foster collaboration by building trust and facilitating relationships
• Strengthen others by increasing self-determination and developing competence

5. Encourage the Heart
• Recognize contributions by showing appreciation for individual excellence
• Celebrate the values and victories by creating a spirit of community

Wage Range: $140,000 to $175,000 per year

Physical & Working Environment.

Physical requirements needed to perform the essential functions of the job, with or without reasonable accommodation:

Must be able to travel to Clever Care offices, Community Centers, and partner locations occasionally, as needed.

Ability to operate a keyboard, mouse, phone and perform repetitive motion (keyboard); writing (note-taking).

Ability to sit for long periods; stand, sit, reach, bend, lift up to fifteen (15) lbs.

Ability to express or exchange ideas to impart information to the public and to convey detailed instructions to staff accurately and quickly.

Work is performed in an office environment and/or remotely. The job involves frequent contact with staff and public. May occasionally be required to work irregular hours based on the needs of the business.

Clever Care Health Plan is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.


Salary ranges posted on the job posting are based on California wages. Salary may be higher or lower depending on the candidate's state residency.


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