Member Retention Navigator Epicured is hiring a Member Retention Navigator to support our member retention efforts for the New York State 1115 Waiver by proactively engaging participants enrolled in Health-Related Social Needs (HRSN) programs, including Epicured's nutrition services. The role, reporting to the VP of Member Experience, focuses on preventing voluntary disenrollment, addressing barriers to retention, and helping members maximize the value of their nutrition and social care benefits. This role is ideal for someone who is organized, compassionate, tech-savvy, and comfortable working in a high-volume virtual contact center environment.
Key Responsibilities:
Contact members at risk of canceling or opting out of HRSN benefits and provide retention support.
Identify and address causes of disengagement, including dissatisfaction, life changes, or lack of program awareness.
Recommend meal plan or benefit adjustments to better align with member needs and preferences.
Educate members on available nutrition and social care benefits to encourage continued participation.
Conduct proactive check-ins to assess satisfaction and suggest alternative benefit options when appropriate.
Document outreach activities, member feedback, and benefit changes in company systems.
Track cancellation trends and share insights to support retention strategy improvements.
Qualifications:
35 years of customer service, member engagement, or related experience.
Knowledge of Medicaid and/or HRSN programs preferred.
Strong communication, problem-solving, and active listening skills.
Experience using CRM, care management, or similar platforms.
Ability to build rapport and effectively support diverse member populations.
Experience in healthcare, care coordination, patient support, or community-based services.
Bilingual or multilingual candidates encouraged to apply, including Spanish, French, Mandarin, or Hindi.
Compensation & Benefits
Pay: $21$23/hour, based on experience 401(k)
Medical, dental, and vision insurance Employee meal discounts
