Program Manager - Retention

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job The Program Manager - Retention serves as the retention lead for an assigned portfolio of markets, translating member feedback, disenrollment trends, and market performance insights into targeted actions that support member retention. This role partners with market leadership and cross-functional teams to execute retention strategies, lead listening sessions, monitor retention risks, and support improvements across the member lifecycle.

You Will Lead retention programs for assigned markets, translating member feedback, performance trends, and disenrollment insights into targeted actions that support member retention and align with SCAN’s broader retention strategy.

Serve as the day-to-day retention partner to market leadership, including General Managers, Sales Directors, Provider Relations, Growth, Finance, Network, Product, and other cross-functional teams.

Lead quarterly listening sessions for assigned markets, including topic selection, member targeting, invitations, RSVP management, reminders, participation tracking, post-session follow-up, gift card distribution, documentation of insights, and action items.

Own post-listening session deliverables, including root cause analysis, process improvement recommendations, service recovery opportunities, and coordination of member 1:1 follow-up sessions.

Provide disenrollment trends, rates, call data, listening session insights, and disenrollment survey feedback to Network, Growth, General Managers, Contracting, Product, Provider Relations, and other teams to support improvement efforts.

Partner with Sales Directors to maintain quarterly monitored agency and agent lists, conduct deep dives for outlier agencies and agents, and provide monthly updates on performance trends, emerging risks, and recommended follow-up actions.

Track each assigned market against expected vDER goals, flag deviations early, and partner with the Director, Finance, and General Manager to evaluate performance deviations and support adjustments to retention strategies, forecasts, or market action plans.

Work directly with the Retention Campaign Specialist and Data & Analytics to execute assigned market campaigns, track campaign participation, document retention outcomes, and use post-campaign insights to inform future retention strategies.

Maintain a shared log to track scheduled member listening sessions, market campaigns, JOC and market deliverables, owners, status, next steps, and progress against assigned retention work.

Communicate expected delivery timelines, barriers, risks, and escalations to…