• Develop and execute strategic communication plans • Establish and maintain strong relationships with key stakeholders • Collaborate with cross-functional teams to create, maintain, and distribute engaging content • Serve as the primary point of contact for inquiries and requests • Monitor industry trends and competitive activities • Coordinate and oversee the planning and execution of events, conferences, and other promotional activities • Measure and analyze the effectiveness of communication initiatives • Stay informed about relevant healthcare regulations and compliance requirements • Other duties as assigned • Travel may be required (approx. 15%)

• Leads strategic positioning to advance regional and corporate business objectives and brand goals, advising leadership on objectives, tactics and timing • Researches, writes coordinates and executes internal and external communication plans and message development and multi-media materials • Writes and publishes a monthly area newsletter to drive WM’s values-driven culture and employee engagement • Writes letters, articles and talking points for external and internal audiences • Actively engages internally to understand the business and track risks and opportunities • Manages proactive media work and incoming media inquiries • Serves as the media point person on the area critical incident response team • Takes a lead role in the design and quality assurance for area communication tools and systems (area message matrix, official templates for PowerPoint and business letters, approved communications plans, photo and video libraries, etc.) • Takes a lead role in quality assurance for leadership communications as needed, providing attention to detail and expert proofing skills • Operates with clarity and consistency in managing multiple queries, content streams and projects simultaneously • May plan and assist with company events • May be responsible for creating and supporting external and internal communications regarding service continuity connected to weather or crisis management

• Support a major Department of Homeland Security (DHS) component with customer experience (CX) strategy, communications, survey development, analysis, and organizational improvement efforts. • Collect information required to launch new projects. • Provide operational support including stakeholder engagement and tracking timelines. • Prepare, review, and maintain project documentation, agendas, and reports. • Develop targeted messaging for internal and external audiences. • Produce memos, PowerPoints, fact sheets, case studies, articles, brochures, briefing books, and reports. • Ensure materials follow branding standards and clearance protocols. • Manage communication approval workflows. • Support customer and employee experience data collection via surveys, interviews, and focus groups. • Conduct root cause analysis and support action planning. • Assist with high‑quality meeting design and facilitation. • Help create collaborative forums for staff and leadership. • Contribute to improvements in processes, policies, and guidance. • Build job aids, procedures, web content, and communications plans.

Role Description The Member Engagement Specialist is responsible for telephonic outreach and screening of identified members based on plan stratification for care management with a call center approach. An experienced and energetic communicator, the engagement specialist is focused on deepening program participation as well as making members aware of CCNC (plan) programs and offerings. - Conduct continual telephonic outreach to identified and referred members focused on engaging members with care management services. - Receive and manage referrals from data reports; clinical care management team members, PCP, or other service providers for efficient screening and linking members with care management. - Complete and document member screenings tools and refer clinical needs to most appropriate clinical care management team member for assessment and follow up. - Schedule members for face-to-face or telephonic encounters for care management follow up. - Meet daily and monthly program productivity and engagement metrics. - Complete all assignments within expected timeframes. - Notify supervisor promptly of any issues with receiving or sending referrals, making timely care management assignments, or issues with carrying out any other duties assigned. - Abide by department guidelines, company policies, and HIPAA regulations. - Perform other duties that assist in keeping the operation organized and functional. - Attend departmental and corporate meetings. - Understand and uphold CCNC goals, objectives, and standards. Qualifications - High School/GED. - Prior telephonic call center experience desired. - Minimum of two years previous work experience, preferably in a health care setting. - Healthcare experience and medical terminology knowledge highly preferred. - Bilingual preferred. - Managed care experience a plus. Requirements - Strong Initiative. - Performance metric driven and productivity mindset. - Strong oral and written communication proficiency. - Attention to detail. - Organizational and Time Management Skills. - Strong Interpersonal Skills. - Critical Thinking Skills. - Resourceful - Able to shift strategy or approach in response to the demands of a situation. - Team-oriented. - Adaptable - Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives. - Motivational Interviewing Skills. - Knowledge of Care Management Principles. - Ability to work independently and to use sound judgment when needed. - Multi-tasking Abilities. - Outgoing and energetic attitude. - Respectful customer service skills. - Ability to provide information in a manner that is culturally and linguistically appropriate. - Knowledge of and experience working in member or clinical data systems. - Computer skills required including various office software and the internet; experience with MS Office software preferred. Working Conditions - The job environment is primarily an office or home environment. - Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods of time and repetitive wrist motion. - Travel using personal vehicle may be required within the region and/or the State. - The job environment can be intense as high volume, repetitive work is an expectation. - A structured call center schedule of a 1-hour lunch and two breaks should be expected. - Hours are 8:00am to 5:00pm, Monday - Friday. Benefits - Make a meaningful impact on youth and families across North Carolina. - Work with a supportive and collaborative care team. - Competitive Benefits Package effective first day of employment. - Opportunities for growth, training, and bonus incentives.