Business Consultant- Retention Specialist (Hybrid)

Purpose

The Business Consultant, Retention Specialist is a member of the Stars Member Experience team and provides expertise to design, launch, and execute programs that support member experience and retention initiatives for Medicare Advantage members, driving improvement in Medicare CAHPS and HOS surveys. The role is based in the greater Baltimore/Washington metropolitan area and follows a hybrid work model, splitting time between home and a CareFirst location as needed.

Responsibilities

• Provide subject‑matter expertise in Medicare Advantage member experience and retention strategies.
• Integrate data across Customer Service, Appeals & Grievances, complaints, CAHPS, enrollment, clinical, vendors, and other operational areas to identify and act on key member experience, retention, and Stars performance drivers.
• Identify member pain points—including repeat callers—and conduct root‑cause analysis of trends across operational data.
• Lead implementation of enterprise improvement initiatives through project management, stakeholder coordination, and performance monitoring.
• Serve as the organization owner for driving member experience work that spans operational teams.
• Develop dashboards to communicate clearly across functional areas and monitor progress of multiple ongoing initiatives.
• Conduct member engagement/outreach with members who provide negative survey results or have called multiple times.

Qualifications

• Bachelor’s degree, or alternatively four (4) years of relevant work experience in lieu of a degree combined with the required experience.
• Five (5) years of experience in business development, operational technology support, general business operations, and/or consulting.

Knowledge, Skills, and Abilities

• Understanding of Medicare Advantage, member experience, and Stars performance metrics.
• Awareness of evolving market, industry, and consumer trends.
• Knowledge of healthcare operations, claims, surveys, clinical, and health data.
• Exceptional project management, facilitation, and organizational skills.
• Strategic thinking, problem‑solving, and collaborative abilities to drive engagement and discussions.
• Advanced proficiency in Microsoft Excel; experience with business intelligence and reporting tools (e.g., Power BI); preferred ability to conduct advanced analysis using SQL, Python, or similar.
• Ability to synthesize quantitative data and qualitative feedback into clear, actionable business recommendations.

Pay

Salary range: $88,848 – $176,462. The disclosed range does not include geographic differential adjustments and reflects factors such as scope of responsibilities, candidate experience, education, internal equity, and market considerations.

Benefits

CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401(k) contribution programs/plans, all subject to eligibility requirements.