The Manager of Customer Engagement implements strategies to improve the experience and retention of individual and Medicare members. Works directly with various Marketing and Customer Service staff to serve as the primary liaison for member retention. Develops marketing and customer service programs for membership retention in the individual plans.
ESSENTIAL FUNCTIONS OF THE ROLE
Utilizes sales and project management skills to plan, develop, coordinate, monitor, report and evaluate programs and initiatives. Works with management to develop specific objectives and reports results. Collects and reports to management pertinent "field intelligence" concerns and issues regarding service and competitor plans.
Evaluates current processes, identifies problem areas, and redesigns work-flow processes for continual improvement within the scope of responsibility. Provides information on members to management and recommends changes to processes that will impact member retention. Develops and implements policies and procedures for handling inquiries from Medicare and individual members who intend to un-enroll, and prevents those un-enrollments by resolving the underlying causes of the un-enrolled decision.
Directs teams to proactively work to retain Medicare and individual members by making welcome calls and check-up calls, and by planning, organizing, and presenting at Member events.
Develops and manages outreach to members who dis-enroll to determine dis-enrollment reasons and identify opportunities for improvement. Gathers member feedback and utilizes information to help product development and Marketing improve products and member services. Reports findings in a monthly report to upper management on un-enrollment and retention efforts of the team.
Supports member walk-ins or other meetings with current and prospective members.
KEY SUCCESS FACTORS
Three years of sales and marketing experience with knowledge of individual and group insurance products preferred.
Knowledge of customer service and health care industry products and services.
Good problem solving skills and presentation skills required.
Able to collaborate internally and follow through on commitments.
Able to focus on the customer and be mindful of stakeholders to exceed their expectations.
Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!