• Identify at-risk customers through data and proactively reach out to address concerns • Handle cancellation requests and apply retention strategies to save accounts • Build and maintain strong relationships with existing customers to drive loyalty • Conduct regular check-in calls and satisfaction surveys • Collaborate with sales and support teams to resolve escalated client issues • Track retention metrics and report on outcomes weekly • Develop and maintain knowledge of products and services to offer relevant solutions

Resolve patient inquiries and balances by reviewing aging reports, generating statements, and facilitating payment arrangements. Collaborate with financial counselors and insurance collectors to ensure effective account management and support for...

Role Description Our Global team is dedicated to empowering frontline agents with real-time support, tools, and guidance to help them deliver exceptional service to our customers. As a Customer Retention Specialist at The Travel Corporation, you will play a key role in executing retention strategies that preserve revenue, strengthen guest loyalty, and enhance long-term satisfaction. - Act as a subject matter expert during high-impact disruptions, such as cancellations, withdrawn or consolidated tours, waitlisted and/or denied bookings. - Ensure all guests receive clear options, empathetic support, and exceptional service. - Drive revenue by promoting cross-brand opportunities and guiding customers through complex changes. - Provide advanced customer support, insights related to products, systems, policy, and retention processes. Qualifications - Experience in customer retention, inbound/outbound sales, customer service, or complaints handling (preferred). - Strong background in de-escalation and managing high sensitivity customer issues (sales experience preferred). - TTC or travel contact center experience is highly regarded. Requirements - Excel skills to manage retention reports, cost analysis, and cancellation tracking. - Ability to communicate clearly and empathetically, using strong de-escalation skills. - Prioritize and manage multiple retention cases efficiently while maintaining accuracy and high service standards. - Demonstrate flexibility and resilience during operational changes and high volumes. - Build positive, trust-based relationships with customers and travel agents. - Adhere to company policies and procedures when retaining bookings. - Apply strong negotiation, problem-solving, and resolution skills. - Maintain a high level of professionalism, confidentiality, and attention to detail. Benefits - Work Location: Fully remote. - Flexibility with shift work is required, including evenings, weekends, and public holidays. - Extended working hours possible based on business needs.

Role Description The Resolution Specialist is responsible for managing and resolving complex member issues through proactive outreach, case ownership, and cross-functional coordination. This role serves as a frontline problem solver ensuring member concerns related to items such as authorizations, claims, benefits, provider access, and service experience are resolved accurately, compassionately, and within defined turnaround times. - Fully own assigned cases from intake through closure, ensuring members feel heard, supported, and confidently resolved. - Contribute to improving turnaround times, reducing aging inventory, and delivering a high-quality member experience aligned with regulatory and organizational standards. - Support the Customer Resolution team’s mission of delivering caring connections while identifying trends and improvement opportunities that strengthen operational performance and prevent repeat issues. Qualifications - Minimum 1 year of healthcare experience. - Minimum 1 year of contact center experience involving complex problem solving, escalation handling, or issue resolution. - Experience assisting members with navigating healthcare services including referrals, authorizations, claims, or benefits. - Experience supporting Medicare Advantage or managed care members with benefits navigation including medical, prescription drug, or supplemental benefits. - Preferred: 3+ years healthcare experience. - Preferred: Experience in grievance, escalation, or resolution-focused contact center environments. - Preferred: Medicare Advantage or managed care experience. Requirements - Required: High School Diploma or GED. - Preferred: College coursework in healthcare administration, business, or related field. - Required: None for training. Benefits - Pay Range: $41,600.00 - $57,600.00 based on factors including market location, education, responsibilities, experience, etc. Job Duties/Responsibilities - Case Resolution & Member Experience: - Manage assigned member resolution cases from intake through final closure, ensuring complete and timely resolution of member concerns. - Serve as a subject matter resource for escalated member issues including claims, authorizations, referrals, benefits clarification, provider network concerns, and access to care. - Conduct outbound outreach and handle inbound contacts to investigate, resolve, and communicate case outcomes within established turnaround time expectations. - Provide clear explanations of health plan benefits, coverage policies, services, and available resources to ensure members understand their options and next steps. - Demonstrate empathy, professionalism, and accountability while maintaining a “caring connection” mindset to fully resolve member issues whenever possible. - Support other customer experience teams including inbound as needed. - Case Management & Documentation: - Maintain accurate and detailed case documentation in all required systems to support resolution tracking, regulatory compliance, and reporting. - Ensure timely case updates, proper categorization, and completion of required wrap-up activities to maintain data integrity. - Manage assigned caseload to support departmental goals for case closure rates, productivity, and aging inventory reduction. - Monitor case progress and proactively escalate barriers that may delay resolution. - Cross-Functional Coordination: - Collaborate with internal departments including Operations, Clinical, Claims, Enrollment, Provider Relations, and Compliance to resolve complex member concerns. - Coordinate with external partners such as provider offices, supplemental benefit vendors, and interpreter services when required to facilitate member resolution. - Ensure member cases requiring multi-department engagement are tracked through completion and properly communicated to the member. - Quality, Compliance & Service Excellence: - Ensure all resolution activities adhere to CMS, regulatory, and organizational compliance standards. - Deliver high-quality service that supports member satisfaction, retention, and service recovery. - Apply critical thinking and problem-solving skills to identify the root cause of member concerns and prevent repeat contacts when possible. - Continuous Improvement & Team Support: - Identify recurring issues, barriers, or trends impacting member experience and share insights with leadership for process improvement. - Participate in quality reviews, coaching sessions, and performance discussions to strengthen resolution skills and service delivery. - Support team learning and development through knowledge sharing, peer support, and participation in training initiatives. - Assist with onboarding and mentoring of new hires through shadowing or knowledge transfer when requested. - Additional Responsibilities: - Participate in team meetings, training sessions, and departmental initiatives. - Support organizational campaigns such as care gap outreach or benefit education when applicable. - Perform other duties as assigned to support team objectives and member service goals.