Marketing Operations Specialist, Patient Engagement

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

📋 Description

• Develop and oversee pre-appointment SMS and email campaigns, focusing on audience logic, timing, sequencing, and content creation.

• Set up test and control group assignments in line with approved experimental designs, which include audience splits, randomization, and holdout groups.

• Uphold suppression and exclusion rules to safeguard test populations and ensure validity.

• Conduct quality assurance checks prior to every launch, which includes seed testing, rendering validation, link checks, personalization verification, and message formatting.

• Oversee and manage SMS and email deliverability metrics, including carrier registration, domain authentication, sender reputation, bounce rates, and complaint rates.

• Monitor and report on delivery performance, distinguishing between messages sent and those that were successfully delivered.

• Keep the campaign calendar updated to avoid conflicts between simultaneous tests and routine patient communications.

• Ensure seamless data flow between scheduling systems, messaging platforms, and reporting for analysis of delivery and response.

• Accurately process opt-outs and consent modifications within the required time limits.

• Guarantee that outbound patient communications adhere to relevant regulations and organizational policies.

• Document campaign setups, testing methodologies, and operational procedures.

• Collaborate with the Marketing Science Lead and Patient Engagement Analyst on test design and results reporting.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 3 years of experience in marketing operations, campaign operations, or lifecycle marketing.

• Practical experience with an email service provider or multichannel messaging platform, such as Braze, Iterable, Salesforce Marketing Cloud, HubSpot, or Klaviyo.

• Proven experience in setting up A/B tests, audience segmentation, and holdout groups.

• Knowledge of email and SMS deliverability concepts, including SPF, DKIM, DMARC, sender reputation, and SMS carrier registration requirements.

• Familiarity with TCPA and CAN-SPAM regulations as they pertain to SMS and email initiatives.

• Strong attention to detail and established practices for quality assurance.

• Proficiency in SQL, or a demonstrated ability to create and validate audience lists from source data.

• Experience in the healthcare sector or another regulated industry.

• Familiarity with patient engagement or healthcare communication platforms, such as Luma Health, Artera, Relatient, or WELL.

• Understanding of HIPAA regulations as they relate to patient communications.

• Experience in crafting communications tailored for older adults or accessibility-sensitive audiences.

• Acquaintance with EHR or practice management data.

• Experience supporting a structured testing or experimentation program.

• Employees must perform all work physically within the United States; international work is not allowed during scheduled hours.

• Compatible with Windows or Apple (macOS) computers only; no Chromebooks, Linux devices, or smartphones.

• Minimum system requirements: Windows 10 or macOS 14 Sonoma, Intel Core i5 or AMD equivalent for Windows, or Apple Silicon for Macs, and 16 GB RAM.

• Wired headphones are required; built-in microphones are not permitted.

• Minimum internet speed of 100 Mbps download and 50 Mbps upload is necessary.

• An Ethernet cable must connect the computer directly to the router.

• Use Google Chrome with Amazon Workspaces.

• A webcam is required for video conferencing.

• Must have reliable internet connectivity and a secure, private workspace.

🏝️ Benefits

• Fully remote position with significant visibility and impact.

• Chance to influence learning and development within a growing healthcare organization.

• Collaborative and cross-functional team environment.

• Equal opportunity and inclusive workplace culture.