Job Detail

Blue Shield of California’s mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contributable to meet the needs of the multifaceted communities we serve. Our comprehensive approach to DE&I combines a focus on our people processes and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in – join us!

Your Role

The Retention Specialist team is designed to implement retention-based strategies to increase member retention and reduce disenrollment while providing inbound support triaging calls for Direct Sales. The Retention Specialist will report to the Manager of Direct Sales Enrollment. In this role you will be responsible for ongoing member outreach to increase member retention.

Your Work

In this role, you will:

• Be responsible for member retention through outbound outreach efforts and contact members through established marketing, referral, and call campaigns
• Interact with members via telephone to educate and recommend healthcare products based on needs analysis and member feedback
• Maintain member relationship and provide follow-up member service to existing and in-process accounts for purposes of retention
• Maintain a book of business; responsible for retaining membership and educating members on the value of plans
• Onboarding new members to establish a relationship with Blue Shield of California
• Work various outbound calls campaigns to educate and retain current members
• Ability to meet required call center production and retention metrics
• Triage incoming calls and route to dedicated team during Medicare Annual Enrollment Period
• Responsible for outbound disenrollment call campaigns to survey previous members
• Provide other admin support as required to accommodate business needs