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Member Retention Associate

  • Job Family: Customer Care
  • Type: Full time
  • Date Posted:
  • Req #: JR48121


  • DC, Washington



Responsible for providing customer service to promote retention of members enrolled in Individual product lines. Primary duties may include, but are not limited to:

  • Performs customer service in a sales/account management environment.

  • Following appropriate policies and procedures, responds to member issues via telephone and written correspondence regarding benefit plan options, rate actions, cancellation notices, and billing to ensure member satisfaction.

  • Researches and analyzes data to address customer service issues, interpret policy provision, and determine most effective response.

  • Provides information and recommends solutions.

  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.

  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure member requests, concerns, and questions are handled appropriately and in a timely manner.

  • Negotiates sale upgrades by reviewing current benefit plan enrollment, identifying any gaps in coverage, and introducing new products/ services such as dental, life, or vision to promote increased enrollment and profitability.  

  • Mails out enrollment packages for any new upgraded sales accepted by members.

  • Promotes the use of cost saving measures such as automated premium payments.

  • Refers any complex complaints and/or requests for changes in current benefit product enrollment to health care advisors for retention of policy through alternative solutions.

Minimum Requirements:

  • Requires a minimum of 3 years experience in life and health insurance sales and/or member services field; or any combination of education and experience which would provide an equivalent background.

Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact for assistance.

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