Customer Service - Retention Specialist - UHSM Unite Health Share Ministries

Unite Health Share Ministries (UHSM) is a nonprofit, faith-based health sharing ministry that facilitates member-to-member health sharing among fellow Christians, serving as a connector to administer medical cost sharing. The UHSM mission is to help Christian families fulfill their God-given purpose to care for one another and to positively impact our communities. Headquartered in Norfolk, VA, UHSM takes a modern approach to health sharing that prioritizes holistic health and wellbeing. UHSM offers simple, fair, and friendly health share programs to its members.

About this role

The Retention Specialist is responsible for building loyalty and strengthening relationships with UHSM members by addressing concerns, resolving issues, and offering solutions to retain membership. This role requires proactive communication, empathetic problem-solving, and a passion for enhancing the member experience. The ideal candidate will support UHSM's mission by fostering long-term, positive connections with our members and ensuring they receive the best possible experience.

Key Responsibilities

• Member Outreach: Proactively contact members who may be considering cancellation to address concerns, provide guidance, and offer tailored solutions.
• Retention and Loyalty Building: Engage with members in a positive and empathetic manner to foster loyalty, understand their needs, and ensure they feel valued within the UHSM community.
• Issue Resolution: Collaborate with Customer Service and other UHSM departments to quickly and effectively resolve member issues, ensuring a smooth and satisfactory experience.
• Cancellation Handling: Manage cancellation requests by understanding underlying concerns, offering alternatives, and working to retain the member’s engagement with UHSM.
• Data Tracking and Analysis: Track and analyze member retention data, utilizing insights to identify trends and suggest areas for improvement in service and communication.
• Feedback Collection: Gather member feedback through calls and surveys, sharing insights with management to inform and improve UHSM's service offerings.
• Retention Campaigns: Assist in the development and execution of retention-focused campaigns, including targeted outreach, special offers, and follow-up activities.
• Cross-Department Collaboration: Work closely with teams in Customer Service, Sales, and Claims to create a cohesive member experience and escalate issues as necessary.

Required Qualifications

• 2+ years in customer service, retention, or a related role, preferably in the healthcare, insurance, or health-sharing industry.
• Exceptional verbal and written communication skills, with a strong ability to listen, empathize, and clearly convey information.
• Proven experience handling difficult conversations, identifying member needs, and proposing solutions to meet those needs.
• Ability to build rapport with members, showcasing patience, empathy, and a positive attitude.
• Proficient in Microsoft Office Suite and customer relationship management (CRM) software.
• Motivated to meet or exceed retention and satisfaction targets, contributing to UHSM’s member retention goals.

Preferred Qualifications

• Bachelor’s degree.
• Experience analyzing data, identifying trends, and providing actionable insights to improve member experience.
• Familiarity with health-sharing, insurance, or healthcare services.
• Knowledge of project management and retention strategy development.

What we offer

• Competitive Hourly.
• Health, Dental, Vision, & 403(b) with company match.
• Ability to make important enhancements to the Healthcare industry.
• Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere.

UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.