Retention Marketing Specialist

Retention Marketing Specialist

eternalHealth - The Next Generation of Medicare Advantage

Healthcare doesn't have to be complicated. We are a cutting-edge Medicare Advantage plan headquartered in the heart of Boston, Massachusetts, serving members across Massachusetts and Arizona. Our mission is to revolutionize healthcare by creating meaningful, long-lasting partnerships with our members, healthcare providers, and talented team members.

Job Purpose

eternalHealth is seeking a Retention Marketing Specialist to lead and optimize our retention and lifecycle marketing strategies. This role will be responsible for developing and implementing strategic marketing initiatives focused on retaining Medicare Advantage plan members and enhancing member satisfaction. This role will work closely with the marketing, member services, and compliance teams to create CMS-compliant, data-driven campaigns and grassroot events that improve member engagement, reduce disenrollment rates, and maximize member lifetime value. The position plays a crucial role in maintaining and strengthening relationships with existing members through targeted, compliant communication strategies while ensuring adherence to all Medicare Marketing Guidelines and regulations.

Primary Responsibilities:

• Responsible for member retention by developing and executing compliant retention marketing strategies across approved channels, including direct mail, email, telephonic outreach (phone calls and SMS), and member portal communications
• Interact with members at in-person events and via telephone to educate and assist with healthcare plan based on needs and member feedback
• Maintain member relationship and provide follow-up member service for purposes of retention
• Onboarding new members to establish a relationship with eternalHealth
• Work various outbound calls campaigns to educate and retain current members
• Responsible for outbound disenrollment call campaigns to survey previous members
• Monitor and analyze member behavior data to identify trends and opportunities for retention improvement
• Collaborate with care management teams to develop communications that promote preventive care and wellness programs
• Design and manage member rewards programs and incentive initiatives within CMS guidelines
• Generate regular reports on retention metrics, campaign performance, and member satisfaction
• Work cross-departmentally to develop clear, compliant content that addresses member needs and promotes long-term engagement
• Manage and optimize the CRM system for member retention campaigns
• Ensure all marketing materials meet CMS guidelines and receive proper regulatory approval
• Additional duties including admin support assigned as needed

Special Skills and Qualifications Needed

• Bachelor's degree in marketing, Business, or related field, or equivalent work experience
• 2+ years' experience with proven track-record in retention
• Event management
• Exceptional analytical skills and a data-driven mindset
• A strategic mindset and the ability to think critically, identify opportunities, and develop innovative solutions to enhance the customer experience.
• Ability to work in a highly cross functional, collaborative environment
• Strong knowledge and experience with CRM systems, including segmentation, automation, and email platforms, HubSpot preferred
• Previous work experience working on marketing/retention type programs.
• Current drivers license and reliable transportation

Soft Skills:

• Outstanding written and verbal communication abilities
• Strong problem-solving and critical thinking skills
• Ability to work collaboratively across departments, including member services, operations, compliance, care management, product and sales
• Creative thinking within regulatory constraints
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of attention to detail and organization
• Empathetic approach to senior member needs and concerns

Physical Requirements

• Occasionally lift and/or move up to 10 pounds.

Working with eternalHealth: eternalHealth is an Equal Opportunity Employer which means that we are committed to upholding discrimination-free hiring practices. As a woman-led company, and one committed to diversity at all levels, we strive for an organization of inclusion and acceptance. We are changing healthcare for the better, starting with our own diverse and passionate teams. As an eternalHealth employee you will be empowered to contribute to our teams and strategy, regardless of previous healthcare experience. Our valued team members are encouraged and expected to offer new solutions and creative input, all while keeping in line with eternalHealth's mission, values, and compliance standards. Accommodation: Any eternalHealth applicant will be considered based entirely on their individual qualifications. Should you require reasonable accommodation during the application process (which may include a job-related assessment) please contact us separately.