Manager MA Retention and Satisfaction - Military Veterans

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**Company :**Gateway Health Plan**Job Description :****JOB SUMMARY**This job oversees the team tasked with optimizing quality performance scores for Medicare Advantage Member Satisfaction by developing and implementing short and long term strategies across departments and matrixed organizations. The incumbent also oversees the team tasked with managing the Medicare Member Satisfaction Strategy. Those accountabilities include consuming and analyzing comprehensive data sets and communicating insights, risks and mitigation strategies for ensuring member retention and satisfaction for the Medicare Advantage market. Develops and maintains intervention charters, identifies risks and gaps in performance, recommends mitigation strategies and reports performance status to all stakeholders including Sr. Executive Management. Interprets forecasts and industry trends to develop business intelligence, and is accountable for achieving performance relative to forecasts and goals. Delivers upon strategies and interventions that will be designed to improve and/or maintain member retention levels and the highest levels of MA member satisfaction as determined through Stars related scoring metrics.**ESSENTIAL RESPONSIBILITIES** Perform management responsibilities including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority. Provide expertise, direction and coordination of the Organization's Member Retention and Member Satisfaction programs for Medicare Advantage. Coordinate with appropriate functional areas as it relates to retention and satisfaction improvement initiatives. Establish and maintain methodology to quantify member satisfaction impacts & risk thresholds and support the development of enhanced data & reporting capabilities to provide more actionable insights into member perception trends; this includes overseeing the implementation of the Medicare Advantage Voice of the Customer (VoC) platform. Implement interventions and activities to drive improved satisfaction scores and supplement all Stars member engagement activities as required. Establish and maintain a foundational strategic approach to MA direct pay retention that is based on data driven insights and predictive analytics. Continuously monitor and analyze retention and satisfaction performance data to identify risks, opportunities and prevailing trends. Collaborate with program management team who executes on campaigns, interventions and course correction activities. Oversee functions that operate across channels to ensure individual campaigns are appropriately coordinated through list generation and reporting. Other duties as assigned.**EDUCATION****Required** Bachelor's Degree in Business Communications or Business Administration/Management, Finance or Marketing**Substitutions** 6 years of relevant experience in lieu of Bacheloru2019s degree**Preferred** Master's Degree in Marketing or Business**EXPERIENCE****Required** 5 years in Program Management 5 years in Leadership**Preferred** 3 years in Strategic Planning 1 year in Marketing Communications**LICENSES AND CERTIFICATIONS****Required**None**Preferred**None**SKILLS** Excellent Communication Skills Leadership and Team Development Skills Process Improvement Analytical Skills Collaboration Financial Acumen**Language (Other than English)**None**Travel Required**0% - 25%**PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS****Position Type**Office-BasedTeaches / trains others regularlyOccasionallyTravel regularly from the office to various work sites or from site-to-siteOccasionallyWorks primarily out-of-the office selling products/services (sales employees)NeverPhysical work site requiredYesLifting: up to 10 poundsConstantlyLifting: 10 to 25 poundsOccasionallyLifting: 25 to 50 poundsDoes Not ApplyDisclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.**MEMBERS ONLY**SIGN UP NOW***. and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. **MEMBERS ONLY**SIGN UP NOW***. and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.**MEMBERS ONLY**SIGN UP NOW***. and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. **MEMBERS ONLY**SIGN UP NOW***. and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.EEO is The LawEqual Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _****)We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.For accommodation requests, please contact HR Services Online at ****California Consumer Privacy Act Employees, Contractors, and Applicants NoticeReq ID: J202446

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