Member Retention Specialist

We are seeking a Member Retention Specialist to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Member Retention Specialist plays an essential role in maintaining and enhancing the relationship between the organization and its members. This position focuses on understanding member needs, addressing concerns, and implementing strategies to improve member satisfaction and loyalty. The Member Retention Specialist will analyze member data and feedback to identify trends and develop targeted retention initiatives that align with organizational goals. By collaborating closely with sales, customer service, and care teams, the role ensures a seamless member experience that supports long-term engagement. Ultimately, the Member Retention Specialist contributes to reducing member churn and increasing overall retention rates, which directly impacts the organization's growth and reputation. The Member Retention Specialist will serve as a key driver in identifying the root causes of voluntary and involuntary disenrollment for the organization’s health plans, executing targeted intervention strategies with cross functional partners.

Minimum Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, Marketing, or a related field.
• Minimum of 2 years experience in sales, customer service, or member retention within the healthcare or social assistance industry.
• Strong understanding of healthcare products, services, and regulatory environment in the United States.
• Working knowledge of Medicare Advantage plan structure and benefits, and state and federal regulatory requirements. 
• Proficiency in CRM software and data analysis tools to track and report on member retention metrics.
• Demonstrated ability to analyze disenrollment data to identify primary drivers such as benefit dissatisfaction, access issues, cost concerns, or care coordination gaps.
• Understanding of the state and federal grievance and appeals process and how unresolved complaints correlate with member attrition.
• Relevant experience may substitute for educational requirement on a year-for-year basis. 

Preferred Qualifications:

• Master's degree in Business, Healthcare Administration, Marketing, or a related field.
• Direct experience with health plan operations, preferably in a retention, member services, or quality improvement capacity. Experience serving Medicare and/or Medicaid populations in Florida.
• Familiarity with healthcare compliance standards such as HIPAA.
• Familiarity with CMS Enrollment Data and Monthly Membership Reports and the ability to translate disenrollment trend data into actionable retention strategies.
• Experience collaborating with cross-functional teams to align retention efforts with plan performance improvement initiatives.
• Basic skills in data analytics platforms such as Tableau or Power BI.

Responsibilities:

• Develop and execute member retention strategies tailored to the healthcare sector to minimize member attrition.
• Monitor and analyze member feedback, satisfaction surveys, and retention metrics to identify areas for improvement.
• Collaborate with sales and customer service teams to address member concerns and resolve issues promptly.
• Develop workflows and processes to identify members experiencing abrasion and conduct interventions through personalized communication to reinforce value and encourage continued membership.
• Design and implement targeted intervention workflows for members at-risk of disenrolling, including proactive outreach and other interventions as determined necessary.
• Develop monthly dashboards with enrollment and disenrollment key performance indicators for presentation to senior leadership.
• Stay informed about industry trends, competitor offerings, and regulatory changes affecting member retention.
• Train and support internal teams on best practices for member engagement and retention techniques.