Director, Member Engagement

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the Chamber's member engagement strategy, identifying priority members, determining the best channels, crafting messages, and establishing cadence segmented by program and risk tier.

• Establish the engagement scope decisions for each payer and thoughtfully set the strategy.

• Collaborate with Clinical and Program Operations to design the member journey from initial outreach through activation, care plan enrollment, and continuous engagement, ensuring a seamless experience rather than fragmented campaigns.

• Assess the need for outsourced engagement vendors and manage the evaluation and selection process for those vendors.

• Oversee the daily execution of engagement campaigns, including list management, scheduling sends, resolving real-time issues, and coordinating vendors across various outreach tools and platforms.

• Develop and continually refine campaign designs, focusing on cohort targeting, message sequencing, channel mix, and A/B testing to leverage performance data for improved conversion rates over time.

• Manage the member communication calendar across all active contracts, ensuring members are not over-contacted and do not receive conflicting messages from multiple programs.

• Handle DNC list management and ensure TCPA compliance for all outreach activities, including call cadences, consent frameworks, and compliance for AI-driven outreach channels.

• Maintain operational relationships with engagement vendors, focusing on performance management, contract adherence, and invoice reconciliation.

• Build and oversee the engagement team as volume increases.

• Collaborate with the Performance & Analytics team to create engagement performance reports, covering campaign conversion rates, outreach channel effectiveness, and member response rates by cohort and risk tier.

• Design the member experience at every interaction point, including welcome communications, landing pages, and the overall impression members receive from the Chamber.

• Develop and implement the Chamber's Member NPS program, encompassing survey design, deployment, scheduling, and ongoing tracking.

• Manage ongoing NPS tracking and response efforts, including monitoring scores, identifying key drivers, engaging with detractors, and reporting outcomes to Humana.

• Establish and implement a Provider NPS/satisfaction survey program, which is another contractual obligation with Humana that is currently not in place.

• Create and execute the Chamber's attribution attrition prevention program, proactively identifying members at risk of losing network attribution due to inactivity with network cardiologists and re-engaging them before this loss occurs.

• Oversee the ongoing execution of attribution retention outreach once established and track attribution retention as a key performance indicator.

• Collaborate with Network leadership to support practice-level access and scheduling efforts aimed at enhancing attribution retention.

⛳️ Requirements

• 5-7+ years of experience in member engagement, population health, marketing, or growth within a value-based care, Medicare Advantage, or managed care setting.

• Proven experience managing a member engagement or activation function comprehensively — encompassing strategy, campaign execution, and vendor management — rather than just a single aspect.

• Experience overseeing outreach and engagement vendors and platforms on a large scale.

• Capable of establishing a function and building a team from scratch in a fast-paced and ambiguous environment.

• Understanding of value-based care performance dynamics, including the role of engagement in driving billable activities, total cost of care, and performance on quality measures.

• Strong analytical skills; able to utilize campaign and engagement performance data for decision-making, even without a dedicated analyst from the outset.

• Familiar with regulatory considerations in member outreach, particularly TCPA and consent requirements.

• Exhibit strong cross-functional leadership; you will collaborate closely with Clinical, Network, Analytics, and Implementation teams without direct authority over them.

• Highly motivated to enhance outcomes for cardiology patients and providers.

🏝️ Benefits

• Remote work opportunity with the flexibility to work during ET or CT hours.

• Must be authorized to work in the US without the need for sponsorship.