Program Manager – Retention

SCAN

. Lead retention programs for assigned markets, translating member feedback, performance trends, and disenrollment insights into targeted actions .

Posted 9/30/2026full-timeLong Beach • California • United StatesMid-LevelSenior💰 $106,200 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in retention program management, data analysis, and project management within the Medicare Advantage and managed care sectors. Capable of leading cross-functional teams, facilitating stakeholder discussions, and implementing process improvements to enhance member experience and retention outcomes.

Highest-signal resume keywords

Medicare Advantage ExperienceProject ManagementData AnalysisRetention StrategyLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProject ManagementRoot Cause AnalysisProcess ImprovementService RecoveryMember ExperiencePerformance ManagementCampaign ExecutionDocumentationIssue Tracking

Soft Skills

Effective CommunicationFacilitation SkillsRelationship BuildingChange ManagementPrioritization

Tools & Technologies

Microsoft Office SuiteVisioSQLCoPilot

Certifications & Qualifications

PMP Certification

Industry Keywords

Managed CareHealthcare IndustryMember Lifecycle OperationsCAHPSStars

Tech Stack

Tools & technologies

PMPSQL

About the role

Key responsibilities & impact

Lead retention programs for assigned markets, translating member feedback, performance trends, and disenrollment insights into targeted actions
Serve as the day-to-day retention partner to market leadership and cross-functional teams
Lead quarterly listening sessions, including member targeting, invitations, RSVP management, reminders, participation tracking, follow-up, gift card distribution, and insight documentation
Own post-listening session deliverables, including root cause analysis, process improvement recommendations, service recovery opportunities, and member follow-up coordination
Provide disenrollment trends, rates, call data, listening session insights, and survey feedback to internal teams
Partner with Sales Directors to maintain monitored agency and agent lists, investigate outlier performance, and provide monthly updates and recommended actions
Track assigned markets against expected vDER goals, flag deviations, and support retention strategy, forecast, and market action plan adjustments
Execute assigned market campaigns with the Retention Campaign Specialist and Data & Analytics; track participation and outcomes
Maintain a shared log of listening sessions, campaigns, deliverables, owners, status, next steps, and progress
Communicate timelines, barriers, risks, and escalations; cross-train and support additional markets as needed
Support SCAN's Vision and Goals and perform other duties as assigned

Requirements

What you’ll need

Bachelor's Degree or equivalent experience
5 years minimum of related experience in Medicare Advantage or managed care
2-3 years of leadership experience
Retention, member experience, service recovery, market operations, provider relations, provider performance management, sales strategy, quality, or Stars background preferred
Project management experience with an intermediate understanding of project management principles preferred
PMP certification preferred
Ability to analyze, trend, and action upon data, including disenrollment trends, vDER performance, call data, survey feedback, campaign outcomes, and market performance trends
Strong project management, documentation, issue-tracking, and follow-through skills
Effective verbal and written communication skills, catered to a variety of audiences at various levels
Strong facilitation skills, including the ability to lead listening sessions, cross-functional meetings, and stakeholder discussions
Ability to connect member experience themes to CAHPS, Stars, access, quality, retention outcomes, and broader market performance
Ability to develop and maintain positive relationships and facilitate the exchange of information across business units
Ability to manage competing priorities and expectations across multiple stakeholders and manage a variety of projects simultaneously
Effective change management skills, including the ability to support initiative rollout, communicate progress, and escalate barriers or risks
Demonstrated understanding of the healthcare industry, Medicare Advantage, managed care, or member lifecycle operations
Demonstrated AI skills and curiosity about using AI to improve how SCAN operates and serves members
Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, Access), Visio, and SQL are required
CoPilot experience preferred
Background check required

Benefits

Comp & perks

An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
Excellent 401(k) Retirement Saving Plan with employer match and contribution
Robust employee recognition program
Tuition reimbursement
Mostly Remote work mode
Equal pay, employee resource groups, inclusive benefits, and more