Manager, Marketplace Retention

About the position Responsibilities • Manage a team of up to 12 Retention Specialists focused on member retention through inbound and outbound call campaigns. • Serve as a liaison with all EmblemHealth departments to identify and resolve member recertification issues. • Utilize automated tools such as Facets, EPACES, Salesforce, and Genesys to enhance the retention team's effectiveness. • Collaborate with Marketplace product leads to execute call center strategies aimed at improving member retention. • Maintain a thorough understanding of NYSOH marketplace and Medicaid Roster renewal protocols and regulatory requirements. • Coordinate member campaign strategies to minimize overlap of outreach across various departments. Requirements • Bachelor's degree required. • 5 - 8+ years of healthcare industry experience, preferably in government and state-sponsored programs required. • 2 - 4+ years of call center/customer service staff management experience required. • Critical thinking and creative problem-solving skills; ability to make effective decisions required. • Ability to organize, prioritize, coordinate, and manage multiple priorities with competing deadlines required. • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint) required. • Proficiency in Salesforce and Facets required. • Excellent communication skills (verbal, written, presentation, interpersonal) with diverse audiences required. Benefits • Competitive salary range of $72,000-$138,000. • Hybrid work environment with flexibility in scheduling. Apply tot his job Apply To this Job