Improved Cardiovascular Health for All
Director, Member Engagement
Location
United States
Posted
4 days ago
Salary
0
Seniority
Lead
Job Description
Director, Member Engagement
Chamber
• Own Chamber's member engagement strategy: which members to prioritize, by which channel, with which message, at what cadence, segmented by program and risk tier. • Define the engagement scope decision for each payer and set strategy deliberately. • Build the member journey in collaboration with Clinical and Program Operations: from first outreach through activation, care plan enrollment, and ongoing touch cadence, ensuring a coherent experience rather than disconnected campaigns. • Determine whether and when to bring on outsourced engagement vendors and own that vendor evaluation and selection process. • Own day-to-day execution of engagement campaigns: list management, send schedules, real-time issue resolution, and vendor coordination across outreach tools and platforms. • Build and continuously optimize campaign design: cohort targeting, message sequencing, channel mix, and A/B testing, using performance data to improve conversion over time. • Own the member communication calendar across all active contracts, ensuring members are not over-contacted or receiving conflicting messages across simultaneous programs. • Own DNC list management and TCPA compliance for all outreach: call cadences, consent frameworks, and compliance for AI-assisted outreach channels. • Own the operational relationship with engagement vendors, including performance management, contract compliance, and invoice reconciliation. • Build and manage the engagement team as volume scales. • Partner with the Performance & Analytics function to build engagement performance reporting: campaign conversion, outreach channel effectiveness, and member response rates by cohort and risk tier. • Design the member experience across every touchpoint: welcome communications, landing pages, and the overall first impression members have of Chamber. • Build and operationalize Chamber's Member NPS program, including survey design, deployment, cadence, and ongoing tracking. • Own ongoing NPS tracking and response: monitoring scores, identifying drivers, closing the loop with detractors, and reporting results to Humana. • Build and operationalize a Provider NPS / satisfaction survey program, another Humana contractual requirement not yet in place. • Design and build Chamber's attribution attrition prevention program, proactively identifying members at risk of losing network attribution due to lack of a recent visit with a network cardiologist, and re-engaging them before attribution is lost. • Own ongoing execution of attribution retention outreach once built, and track attribution retention as a core performance metric. • Partner with Network leadership on practice-level access and scheduling to support attribution retention efforts.
Job Requirements
- 5-7+ years of experience in member engagement, population health, marketing, or growth, in a value-based care, Medicare Advantage, or managed care environment.
- Demonstrated experience owning a member engagement or activation function end to end — strategy, campaign execution, and vendor management — not just one piece of it.
- Experience managing outreach and engagement vendors and platforms at scale.
- Comfortable building a function and a team from the ground up in an ambiguous, fast-moving environment.
- Familiarity with value-based care performance dynamics, engagement's role in driving billable activity, total cost of care, and quality measure performance.
- Strong analytical fluency; comfortable using campaign and engagement performance data to make decisions, even without a dedicated analyst on day one.
- Experience navigating regulatory considerations in member outreach, including TCPA and consent requirements.
- Strong cross-functional leadership; you will work closely with Clinical, Network, Analytics, and Implementation without direct authority over any of them.
- Passionate about improving outcomes for cardiology patients and providers.
Benefits
- Remote opportunity with the ability to work ET or CT hours
- You must be authorized to work in the US without sponsorship.
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