Position Overview
The Health Insurance Retention Team Lead is responsible for managing and guiding a team of Health Insurance Retention specialists to ensure member satisfaction, loyalty, and long-term engagement. This role focuses on reducing churn, improving customer experience, and driving retention strategies that align with organizational goals.
Key Responsibilities
Team Leadership & Management
- Supervise, coach, and mentor retention specialists to achieve performance targets.
- Conduct regular performance reviews and provide ongoing training and development.
- Foster a positive, collaborative, and customer-focused team culture.
- Retention Strategy & Execution
- Develop and implement retention initiatives to minimize member attrition.
- Monitor customer accounts for risk indicators and proactively engage with at-risk members.
Customer Engagement
- Handle escalated member concerns with empathy and professionalism.
- Ensure timely resolution of issues while maintaining compliance with health insurance regulations.
- Build strong relationships with members to reinforce trust and loyalty.
Data Analysis & Reporting
- Track retention metrics, churn rates, and customer satisfaction scores.
- Provide actionable insights and reports to senior management.
- Identify trends and recommend improvements to processes and policies.
Qualifications
- Bachelor's degree in Business, Healthcare Administration, or related field (preferred).
- 3- 4 years experience in Health Insurance Market place products specifically ACA
- Proven leadership experience managing teams in a customer-facing environment.
- Strong analytical skills with the ability to interpret data and develop strategies.
- Strong communication and negotiation skills with a customer-first mindset.
- Ability to handle high-pressure situations and turn objections into opportunities.
- High level of accountability and integrity
