Associate Director, Customer Service & Retention

Position Overview

Become a part of our caring community and help us put health first. The Associate Director, Customer Service & Retention is responsible for member retention through active engagement with high-risk members. This role works within specific guidelines and procedures, applying advanced technical knowledge to solve moderately complex problems. The Associate Director receives assignments in the form of objectives and determines the approach, resources, schedules, and goals.

This position reports directly to IFG’s Head of Sales and oversees member retention through active engagement with high-risk members. The individual will be responsible for building an end-to-end customer service and retention model designed to manage IFG’s portfolio of customers from the point-of-sale (Post Enrollment) throughout the member journey. This includes building a team that handles escalated member concerns, leading to discussions of plan options and election periods.

This is a leadership role requiring experience working closely with the IFG executive team to build and execute strategy with the respective team. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving the departmental area. It requires cross-departmental collaboration and involves conducting briefings and area meetings, maintaining frequent contact with other leaders across the organization.

Use your skills to make an impact!

Requirements

• Required Qualifications:

  • Bachelor’s degree
  • 5+ Years of customer service & retention management experience in the Medicare Advantage space
  • Strong technical experience
  • Strong understanding of CRM
  • 1+ years Leadership/Management experience
  • Proven ability to mentor/coach and develop others
  • Track record of building high-performing teams and achieving goals and success for a high-volume call center unit
  • Prior experience coordinating operations and activities with partners/vendors, including systems migrations
  • Demonstrated ability to partner across functions to create win/win strategies
  • Prior experience leading large teams in a values-based culture is desired
  • Open leadership style; actively seeks out and supports collaborative thinking and problem solving
  • Skill in driving results, thinking strategically, while passionately leading operations
  • Extremely organized, disciplined, hands-on leader who is not afraid of digging into details when necessary
  • Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market
  • Must be passionate about contributing to an organization focused on continuously improving consumer experience

• Preferred Qualifications:

  • Master’s degree
  • Health Insurance License

Responsibilities

• Manage member retention through active engagement with high-risk members.
• Build an end-to-end customer service and retention model for the member journey.
• Build and lead a team to handle escalated member concerns.
• Collaborate with the IFG executive team to build and execute retention strategy.
• Coordinate operations and activities with partners/vendors.
• Partner across functions to create win/win strategies.
• Mentor, coach, and develop team members.
• Drive results and lead operations with strategic thinking.

Company Information

Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.

Additional Information

Humana Perks: Full-time associates enjoy:

• Medical, Dental, Vision and a variety of other supplemental insurances
• Paid time off (PTO) & Paid Holidays
• 401(k) retirement savings plan
• Tuition reimbursement and/or scholarships for qualifying dependent children
• And much more!

Virtual Pre-Screen: As part of our hiring process for this opportunity, we will be using virtual pre-screen technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email.

Employment Type

Full time

Location Type

[Information not provided]

Salary

[Information not provided]