Member Loyalty and Retention Specialist, Sr

Manages multiple internal relationships both within and outside the department to ensure strategy development and flawless translation and implementation of retention plans and complex business initiatives. Develops program strategy and oversees the development of business and technical requirements, and drives departmental initiatives to ensure project timelines and expectations are met. Ensures the right creative retention/loyalty campaign is executed at the planned time and that the planned correspondence is executed accurately, efficiently and within budget. Oversees such implementation activities as teleservices, direct mail production, fulfillment process, vendor invoicing and payment and database management, and continuous process improvement.

Department: Member Operations, National Support Center

Location: Tampa, FL

Reports to: Sr Mgr, Member Retention and Loyalty

Essential Functions:
  • Work closely with Director and Senior Manager, Process Improvement teams and others to identify operational issues that are impacting retention and develop/improve processes to effect change and move towards zero-defects
  • Leads cross-functional teams and participates in team meetings to set strategies, update project progress, and resolves outstanding issues.
  • Drives results through strategic planning and project leadership
  • Prepares strategic analysis of potential business and/or operational opportunities
  • Communicates purpose and vision of the project and prepares summary reports and recommendations for management
  • Provides marketing and operational enhancement recommendations based on analyses in order to drive member retention
  • Develops and implements retention marketing campaigns including but not limited to inbound/outbound telemarketing and direct mail programs in support of WellCare Medicare acquisition and retention strategies including collateral development, technical specification requirements development, report development and training as well as vendor management.
  • Develops program metrics and reports in conjunction with Sr. Statistical Analyst.
  • Provides marketing and operational enhancement recommendations based on analyses in order to drive membership retention.
  • Works with the Customer Service team, operations, Grievance and CTM teams and strategic partners to manage programs on a daily basis that will ensure an outstanding member experience and increase member retention.
  • Performs other duties as required.
Education: A Bachelor's Degree in Marketing, Business Administration, field related or equivalent work experience.
  • 4 years project administration preferably in a healthcare environment.
  • Thorough understanding of current trends and strategies in healthcare is preferred.
  • Demonstrated experience successfully coordinating teams and multi-tasking projects in a matrix environment is preferred.
  • 1 year relevant call center program development and administration experience preferred
Licenses/Certifications: n/a
Special Skills (e.g. 2nd language):
  • Demonstrated organizational, problem solving and project management.
  • Strong Excel, Visio and PowerPoint skills sufficient to create complex spreadsheets containing complex formulas
  • Ability to work independently and prioritize multiple objectives in a rapidly changing environment
  • Strong analytical skills sufficient to interpret statistical information
  • Bilingual is a plus
Technical Skills/Requirements:
  • Demonstrated experience using Project Management software tools is preferred.
  • Strong Excel skills sufficient to create complex spreadsheets containing complex formulas and functions.
  • Strong Visio and/or PowerPoint skill sufficient to create basic documents and presentations.
  • Proficient knowledge of Access is a plus

About us
Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses exclusively on providing government-sponsored managed care services through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans to families, children, seniors and individuals with complex medical needs. WellCare is a Fortune 500 company, and in 2018, was recognized as a Fortune "World's Most Admired Company", ranking in the top five among the health insurance and managed care industry-a testament to the hard work and dedication of the company's nearly 9,000 associates who each day live WellCare's values and deliver on its mission to help its members live better, healthier lives. The company serves approximately 4.4 million members nationwide as of Dec. 31, 2017. For more information about WellCare, please visit the company's website at EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.