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CVS Health DSNP Retention Specialist in Richmond, Virginia

Job Description

CVS now a Fortune 4 company!The local market DSNP (Dual Eligible) Retention Specialist is responsible for developing and implementing the local market operating plan for retaining our currently enrolled DSNP beneficiaries. The DSNP Retention Specialist collaborates closely with local market leadership and the corporate retention team to execute a retention strategy involving segment best practices/resources. The DSNP Retention Specialist should be able to analyze current DSNP membership data and produce reports to develop targeted retention activities that will mitigate lapses / lapse rate to help maintain our current DSNP membership. The DSNP Retention Specialist will also serve as a member relations liaison to ensure an optimal member experience and facilitate and/or co-manage local member experience-related team meetings as well as external member meetings.As a member of the Operations team, the DSNP Retention Specialist will develop operational projects that impact the member experience, such as member material and product reviews during the annual bid and sales cycle. The DSNP Retention Specialist will also be responsible for reviewing market trends and categorizing issues / interventions that will address potential and existing member issues. These issues / interventions will be managed though a project plan that this resource will develop to capture retention work in progress, accountability, and execution timeframe. The DSNP Retention Specialist will play a critical role in retaining current DSNP membership and will work with other departments and markets to coordinate on retention issue resolution while providing insights or recommendations to market leadership and enterprise stakeholders.Knowledge of DSNP / Dual Eligible business along with customer service skills are critical to allow for best-in-class service to our senior population. Project management experience in a healthcare setting with strong organizational, verbal and written communication skills is also needed, as is the ability to document, follow through and execute on initiatives.

Required Qualifications

1 to 3+ years of DSNP / Medicare Industry1 to 3+ year Customer Service Experience.Verbal and Written Communication Experience.

Preferred Qualifications

Virginia Licensed or In the Process of Obtaining License (as required by state law) - Preferred


College degree or equivalent work experience

Business Overview

At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.