Responsibilities

• Conduct proactive outreach to current members, including onboarding calls (1 week post-enrollment, during the effective week, and 60 days after effective date), to assess satisfaction, address concerns, and promote continued enrollment.
• Conduct benefit meetings, new member orientation sessions, ANOC (Annual Notice of Change) meetings, and other educational events to ensure members are fully informed about CommunityCare benefits and offerings.
• Contact at-risk members with outbound retention calls, providing education on plan benefits, value, and available resources.
• Receive inbound calls from members with questions about benefits, coverage, or renewal processes, ensuring high-quality service and issue resolution.
• Build and maintain partnerships within the community (e.g., senior centers, health systems) to support retention initiatives and promote CommunityCare’s presence.
• Coordinate and participate in wellness activities, health benefit fairs, and other member engagement events throughout the service area.
• Work with internal departments (sales, marketing, customer service) to create smooth transitions for new enrollees and resolve member concerns.
• Communicate and validate the value of CommunityCare’s benefits, resources, and brand with members and community partners.
• Update and maintain member records in the marketing database accurately and timely.
• Monitor and report on retention trends, member feedback, and opportunities for improvement.

Requirements

• Strong oral and written communication skills, with active listening and empathy.
• Highly organized with the ability to prioritize multiple tasks effectively.
• Knowledge of Medicare Advantage and Individual Health Plan products and ability to explain them clearly.
• Proficient in Microsoft Office applications and data entry systems.
• Professionalism in all member interactions; ability to maintain confidentiality and handle sensitive information.
• Valid driver’s license, proof of vehicle insurance, and successful completion of a Motor Vehicle Record (MVR) check.
• Successful completion of Health Care Sanctions background check.
• High School Diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Minimum 4 years of experience in insurance, healthcare, customer service, marketing, or a related field.
• At least 2 years in a customer service or member retention role, preferably in healthcare or insurance.

Preferred

• Bilingual skills a plus.