Get Me Healthcare
Customer Service & Retention Manager (National)
Get Me Healthcare, Boca Raton, Florida, United States, 33432
Job Description
Job Description
Location:
Boca Raton, FL (Hybrid) - travel to Scottsdale, AZ and other sites as needed Department: Operations & Client Experience | Reports to: Max Weinstein Director of Operations Direct Reports: Retention Specialists, Client Success Leads, Escalations/QA, Disenrollment, Workforce Mgmt About GetMeHealthcare GetMeHealthcare (GMHC) is a high-growth health and Medicare agency powered by proprietary technology GorillaHub CRM and Aurora AI...serving hundreds of thousands of consumers nationwide. We operate at scale with rigorous compliance, data-driven decisioning, and a culture of high performance. The Role We're hiring a Customer Service & Retention Manager to own the post-sale lifecycle across Medicare and health insurance products. You will architect the end-to-end retention motion, lead national service teams, and partner with Sales, Compliance, and Technology to boost lifetime value, protect persistency, and elevate consumer experience. This is a hands-on builder role for a leader who can use our technology, think several moves ahead, and push the organization to higher standards. What You'll Do Retention & Lifecycle Strategy Design and own the post-sale journey:
onboarding/welcome,
30/60/90-day check-ins, benefit education, renewal/AEP/OEP campaigns, SEP triggers, cross-sell/upsell paths, save-a-sale and win-back. Stand up after-the-sale marketing across
email/SMS/voice/direct
mail and in-app messaging through GorillaHub, orchestrated with Aurora AI recommendations. Build segmentation, propensity, and churn-risk playbooks; implement targeted outreach and escalation ladders. Operations & Technology Run a national service/retention operation across time zones with WFM (scheduling, queues, SLAs, FCR, occupancy). Instrument and optimize channels (inbound, outbound, chat, SMS) using GorillaHub CRM, Aurora AI, dialer/voice systems, QA scoring, and knowledge bases. Partner with Tech to improve agent tooling (prompts, scripts, workflows), automate low-value tasks, and surface real-time coaching. Compliance, Quality & Risk Enforce CMS and carrier guidelines (including Medicare call-recording retention requirements and disclosures), documentation standards, and audit-readiness. Lead QA frameworks: call scoring, case reviews, root-cause analyses, targeted coaching, and corrective action plans. People Leadership Recruit, develop, and performance-manage Retention Specialists, Client Success Leads, and an
Escalations/Advocacy
desk. Create a coaching culture with clear scorecards, daily huddles, and 1:1s. Hold teams accountable to production and quality minimums while improving skill. Cross-Functional Influence Partner with Sales (handoffs and callbacks), Compliance (policy & audit), Marketing (lifecycle comms), Product/Tech (tooling), and Finance
(commissions/chargebacks). Present insights to executives; what's happening, why it's happening, and what to do next, linking market shifts, consumer behavior, and operational levers. Analytics & Foresight Own KPIs and dashboards:
persistency/retention,
lapse/cancel reasons, complaint ratio, FCR, AHT vs. quality, NPS/CSAT, save-rate, outreach conversion, renewal lift. Identify trends in consumer spending behavior, plan changes, and regulatory shifts; translate into action plans ahead of AEP/OEP/SEP cycles. Teams & Roles You'll Stand Up/Oversee (Hiring Plan Insight) Retention Specialists (Core): save-a-sale, renewal readiness, SEP education, cross-sell. Onboarding/Welcome Squad: post-enrollment education, benefits activation, autopay setup, PCP selection support. Lifecycle Marketing Ops: builds email/SMS/IVR journeys, templates, and tests in GorillaHub; partners with Marketing on content. Escalations & Advocacy Desk: rapid response for complex issues and carrier coordination. Quality Assurance & Training: call scoring, calibration, micro-trainings, knowledge base upkeep; partners with Sales Enablement. Workforce Management (WFM): forecasting, scheduling, shrinkage, and intraday management. CX/BI Analyst: reporting, cohorting, churn models, A/B testing, and cause analysis. What You Bring 7-10+ years in large-scale customer service/retention roles; 3-5+ years leading multi-site or national teams in insurance, healthcare, financial services, telco, or similar regulated industries. Expertise in Medicare and health insurance operations (AEP/OEP/SEP mechanics, disclosures, compliance, carrier rules). Proven success running post-sale consumer touchpoints at scale (hundreds of thousands of members/clients) and moving KPIs materially. Strong command of CRM, dialer/telephony, QA suites, ticketing, and lifecycle tooling; ability to learn and exploit GorillaHub CRM and Aurora AI quickly. Analytical horsepower: comfortable with dashboards, funnel math, and experimentation (A/B tests); can translate data into simple operator actions. High-accountability leadership style: sets minimums, coaches hard, pushes peers and direct reports, and raises the bar while keeping culture strong. Excellent executive presence and cross-functional collaboration; clear, persuasive communicator. Nice to Have Experience with Medicare sales/service compliance frameworks and audit cycles. Exposure to workforce management
(forecasting/scheduling),
and basics of SQL/Looker/Power BI or similar BI tools. Six Sigma/Lean or CX design background; journey mapping and VOC programs. Multilingual team leadership (Spanish highly valued). Success Metrics (First 6-12 Months) +X% improvement in 90-day
retention/persistency
and renewal rate (define baselines on day 1). -Y% reduction in avoidable lapses/cancels and average time-to-resolution on escalations. +Z pts lift in NPS/CSAT and ≥ A target on QA call scores without inflating AHT. Fully operational lifecycle journeys in GorillaHub with Aurora-driven next-best-action; monthly test-and-learn cadence in place. SLA adherence across channels with standardized coaching and performance scorecards live. Tools You'll Use Here GorillaHub CRM (custom, AI-enabled), Aurora AI for coaching/next-best action, enterprise dialer/voice, QA scoring tools, ticketing/chat, BI dashboards, secure recording/archival compliant with CMS. Work Schedule & Travel Hybrid schedule aligned to national coverage with periodic travel to Scottsdale, Deerfield, and partner sites; seasonal intensity during AEP/OEP with expanded manager availability and extended shifts. Compensation & Benefits Competitive salary + performance bonus tied to retention and quality KPIs; full benefits; professional development budget. Starting 125k plus benefits
Job Posted by ApplicantPro
Job Description
Location:
Boca Raton, FL (Hybrid) - travel to Scottsdale, AZ and other sites as needed Department: Operations & Client Experience | Reports to: Max Weinstein Director of Operations Direct Reports: Retention Specialists, Client Success Leads, Escalations/QA, Disenrollment, Workforce Mgmt About GetMeHealthcare GetMeHealthcare (GMHC) is a high-growth health and Medicare agency powered by proprietary technology GorillaHub CRM and Aurora AI...serving hundreds of thousands of consumers nationwide. We operate at scale with rigorous compliance, data-driven decisioning, and a culture of high performance. The Role We're hiring a Customer Service & Retention Manager to own the post-sale lifecycle across Medicare and health insurance products. You will architect the end-to-end retention motion, lead national service teams, and partner with Sales, Compliance, and Technology to boost lifetime value, protect persistency, and elevate consumer experience. This is a hands-on builder role for a leader who can use our technology, think several moves ahead, and push the organization to higher standards. What You'll Do Retention & Lifecycle Strategy Design and own the post-sale journey:
onboarding/welcome,
30/60/90-day check-ins, benefit education, renewal/AEP/OEP campaigns, SEP triggers, cross-sell/upsell paths, save-a-sale and win-back. Stand up after-the-sale marketing across
email/SMS/voice/direct
mail and in-app messaging through GorillaHub, orchestrated with Aurora AI recommendations. Build segmentation, propensity, and churn-risk playbooks; implement targeted outreach and escalation ladders. Operations & Technology Run a national service/retention operation across time zones with WFM (scheduling, queues, SLAs, FCR, occupancy). Instrument and optimize channels (inbound, outbound, chat, SMS) using GorillaHub CRM, Aurora AI, dialer/voice systems, QA scoring, and knowledge bases. Partner with Tech to improve agent tooling (prompts, scripts, workflows), automate low-value tasks, and surface real-time coaching. Compliance, Quality & Risk Enforce CMS and carrier guidelines (including Medicare call-recording retention requirements and disclosures), documentation standards, and audit-readiness. Lead QA frameworks: call scoring, case reviews, root-cause analyses, targeted coaching, and corrective action plans. People Leadership Recruit, develop, and performance-manage Retention Specialists, Client Success Leads, and an
Escalations/Advocacy
desk. Create a coaching culture with clear scorecards, daily huddles, and 1:1s. Hold teams accountable to production and quality minimums while improving skill. Cross-Functional Influence Partner with Sales (handoffs and callbacks), Compliance (policy & audit), Marketing (lifecycle comms), Product/Tech (tooling), and Finance
(commissions/chargebacks). Present insights to executives; what's happening, why it's happening, and what to do next, linking market shifts, consumer behavior, and operational levers. Analytics & Foresight Own KPIs and dashboards:
persistency/retention,
lapse/cancel reasons, complaint ratio, FCR, AHT vs. quality, NPS/CSAT, save-rate, outreach conversion, renewal lift. Identify trends in consumer spending behavior, plan changes, and regulatory shifts; translate into action plans ahead of AEP/OEP/SEP cycles. Teams & Roles You'll Stand Up/Oversee (Hiring Plan Insight) Retention Specialists (Core): save-a-sale, renewal readiness, SEP education, cross-sell. Onboarding/Welcome Squad: post-enrollment education, benefits activation, autopay setup, PCP selection support. Lifecycle Marketing Ops: builds email/SMS/IVR journeys, templates, and tests in GorillaHub; partners with Marketing on content. Escalations & Advocacy Desk: rapid response for complex issues and carrier coordination. Quality Assurance & Training: call scoring, calibration, micro-trainings, knowledge base upkeep; partners with Sales Enablement. Workforce Management (WFM): forecasting, scheduling, shrinkage, and intraday management. CX/BI Analyst: reporting, cohorting, churn models, A/B testing, and cause analysis. What You Bring 7-10+ years in large-scale customer service/retention roles; 3-5+ years leading multi-site or national teams in insurance, healthcare, financial services, telco, or similar regulated industries. Expertise in Medicare and health insurance operations (AEP/OEP/SEP mechanics, disclosures, compliance, carrier rules). Proven success running post-sale consumer touchpoints at scale (hundreds of thousands of members/clients) and moving KPIs materially. Strong command of CRM, dialer/telephony, QA suites, ticketing, and lifecycle tooling; ability to learn and exploit GorillaHub CRM and Aurora AI quickly. Analytical horsepower: comfortable with dashboards, funnel math, and experimentation (A/B tests); can translate data into simple operator actions. High-accountability leadership style: sets minimums, coaches hard, pushes peers and direct reports, and raises the bar while keeping culture strong. Excellent executive presence and cross-functional collaboration; clear, persuasive communicator. Nice to Have Experience with Medicare sales/service compliance frameworks and audit cycles. Exposure to workforce management
(forecasting/scheduling),
and basics of SQL/Looker/Power BI or similar BI tools. Six Sigma/Lean or CX design background; journey mapping and VOC programs. Multilingual team leadership (Spanish highly valued). Success Metrics (First 6-12 Months) +X% improvement in 90-day
retention/persistency
and renewal rate (define baselines on day 1). -Y% reduction in avoidable lapses/cancels and average time-to-resolution on escalations. +Z pts lift in NPS/CSAT and ≥ A target on QA call scores without inflating AHT. Fully operational lifecycle journeys in GorillaHub with Aurora-driven next-best-action; monthly test-and-learn cadence in place. SLA adherence across channels with standardized coaching and performance scorecards live. Tools You'll Use Here GorillaHub CRM (custom, AI-enabled), Aurora AI for coaching/next-best action, enterprise dialer/voice, QA scoring tools, ticketing/chat, BI dashboards, secure recording/archival compliant with CMS. Work Schedule & Travel Hybrid schedule aligned to national coverage with periodic travel to Scottsdale, Deerfield, and partner sites; seasonal intensity during AEP/OEP with expanded manager availability and extended shifts. Compensation & Benefits Competitive salary + performance bonus tied to retention and quality KPIs; full benefits; professional development budget. Starting 125k plus benefits
Job Posted by ApplicantPro