Program Manager – Retention

SCAN

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

Posted 11/7/2026full-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, member experience enhancement, and data analysis within the Medicare Advantage and managed care sectors. Proficient in project management, effective communication, and stakeholder engagement to drive performance improvements and support organizational goals.

Highest-signal resume keywords

Medicare Advantage ExperienceProject Management SkillsData Analysis ProficiencyLeadership ExperienceRetention Strategy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProject ManagementRoot Cause AnalysisProcess ImprovementService RecoveryPerformance ManagementMarket OperationsDocumentation SkillsFacilitation SkillsChange Management

Soft Skills

Effective CommunicationRelationship BuildingStakeholder EngagementProblem-SolvingTime Management

Tools & Technologies

Microsoft Office SuiteSQLVisioCoPilot

Certifications & Qualifications

PMP Certification

Industry Keywords

Healthcare IndustryManaged CareMember Lifecycle OperationsCAHPSStars ProgramRetention Outcomes

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 topic selection, member targeting, invitations, RSVP management, reminders, participation tracking, follow-up, gift card distribution, documentation, and action items.
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.
Maintain quarterly monitored agency and agent lists, conduct deep dives, and provide monthly performance and risk updates.
Track assigned markets against expected vDER goals, flag deviations, and support retention strategy, forecast, and 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 delivery timelines, barriers, risks, and escalations to the Director and stakeholders.
Cross-train to support other member-lifecycle areas and 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
Inclusive benefits
Equal Employment Opportunity and Affirmative Action workplace