Under the direction of the Vice President, Health Products and Services, the Medicare Supplement Relationship Manager provides market analysis, drives business development and follow-through, new product development, implementation, quality improvement and monitoring, and assessment of operational and functional attributes, such as marketing, distribution, member experience, and financial management of the AARP Medicare Supplemental Insurance Program (SHIP). Ensures implementation of SHIP contract provisions, incorporating new health metrics and strategic differentiators for more than 4 million covered lives nationwide. This position also supports outcomes in the broader AARP Healthy Living issue area. Makes certain the programs meet the highest levels of quality, member satisfaction, service, benefit design and that member value of offered products is delivered.
- Oversees the provider’s development of annual business plans for the AARP Medicare Supplement Plan and manages provider progress against the product’s marketing, distribution, and operating plans through analytical discipline, including financial analysis.
- Oversees the provider’s development of the overall program budget to meet revenue, expense, and customer satisfaction goals.
- Develops, implements, and manages the Program Management budget and reporting discipline including, but not limited to, monthly budget and variance tracking for the SHIP product; operations and distribution reporting to facilitate active quality control monitoring; voice-of-the-customer reporting and resolution discipline; and ROI discipline for assessing the program’s investments and new initiatives.
- Develops and implements reporting for Medicare Supplement plans, including quality, quality control, management tables for marketing, distribution and customer experience.
- Identifies and implements controls to ensure compliance with new contracts in consultation with ASI Compliance and Contract Management and carrier’s compliance department.
- Ensures that vendors are audited for quality control and that program improvements address relevant consumer needs and are adopted as appropriate in program offerings and operations and communicates changes through presentations to the field, the AARP Board’s Health Product Quality Committee and the respective vendors.
- Manages consultants working on the program to ensure high quality and valuable results of consultant engagements, especially related to the financial state of the program.
- Develops and implements a competitive tracking discipline for Medicare health products.
- Supports the development of the Medicare Product Portfolio strategy.
- Maintains, develops, and seeks industry knowledge regularly. Understands the product and competition well enough so that the products are constantly being reviewed to identify the features and competitive advantages versus the competition.
- Ensures that the appropriate Social Impact dashboard measures are assessed, evaluated, analyzed and acted upon for achievement.
- A minimum of 6+ years of program/product management experience; or an equivalent combination of training and experience related to the duties of the position.
- Excellent written, verbal, visual/presentation and interpersonal communications skills.
- General product knowledge in all areas (operations, development, marketing/sales, service, claims, etc.) of programs supported.
- Strong experience with health insurance and business background, especially with Medicare products.
- Ability to communicate and work effectively with multiple levels and disciplines of program providers.
- Ability to make good decisions through a combination of analysis, knowledge, experience, and the ability to exercise good judgment in sensitive situations.
- Proactive relationship and project manager that fully understands the principles of continuous improvement, constantly evaluates and identifies areas for improvement, and initiates positive change.
- Strong organizational skills and the ability to identify needed steps/actions to be taken to professionally and effectively manage a program.
- Ability to manage multiple products, projects and external vendors building consensus and strong productive business relationships.
- Excellent computer skills, including Microsoft Word, Excel, Access, and PowerPoint.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.