Director Member Communications
Director Member Communications
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1 Vacancy
Job Description
Who We Are
Point32Health is a leading health and wellbeing organization delivering an everbetter personalized health care experience to everyone in our communities. At Point32Health we are building on the quality nonprofit heritage of our founding organizations Tufts Health Plan and Harvard Pilgrim Health Care where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.
We enjoy the important work we do every day in service to our members partners colleagues and communities.
Job Summary
Reporting to the Chief Customer Experience and Digital Officer the Director Member Communications supports the development of Point32 Health communications strategy for regulatory discretionary and transactional memberfacing communications. The Director Member Communications is charged with leading efforts to communicate effectively leveraging plain language competencies with members ensuring all member communication are compliant with state and federal regulations with particular attention to accessibility and language accommodations. The Director Member Communications is also responsible for ensuring that all regulatorydriven materials meet or exceed regulatory standards.Job Description
- Oversee enterprise member communications functions; ensure that all member communications are aligned with Point32Health goals values brand and plain language standards.
- Provide guidance to Point32Health Teams that rely on member facing vendor services in the development and implementation of member materials to ensure they are written in a clear and informative manner using plain language standards.
- Establish strong understanding of health plan operations to identify downstream impacts to communication strategies.
- Support Service Center member communications including outbound and inbound scripting for all communication channels IVR scripting and portal banners and alerts.
- Monitor member feedback related to plan materials to continuously improve communications and member satisfaction.
- Develop routine internal reports of member communications activities to keep both leadership and member facing staff apprised of messaging and timelines.
- Provide guidance and oversight on transactional member communications for business owners throughout the organization:
- Standup standardized process for development and approval of all transactional communications throughout the organization
- Work with marketing team and key stakeholders to develop standard guidelines for all transactional member communications to ensure all letters are compliant uniform to Point32Health brand standards and are memberfriendly.
- Maintain inventory of all member communications templates
- Ensure business owners are informed of necessary updates to comply with state and CMS requirements.
- Create and oversee an enterprise governance process to approve and track all member communications ensuring a membercentric approach and channel preference adherence.
- Establish an enterprise Member Preference Center a truth source of member demographic information accessibility/accommodations requirements and communication channel preferences.
- Work closely with business owners across the organization to ensure compliance with model materials provided by state and federal agencies.
- Support audit activities including but not limited to NCQA CMS program and state EQRO audits.
- Stay informed about industry trends competitor activities and best practices in member engagement and communications.
Skill Requirements:
- Exceptional written and verbal communication skills
- Proven ability to develop and execute successful communication strategies.
- Strategic thinker with a member centric approach
- Knowledge of state and federal regulatory communication guidelines
- Experience with digital communication tools and platforms
- Ability to work collaboratively across the enterprise.
- Ability to manage multiple competing priorities and deadlines in a fast paced environment.
- Strong leadership skill
Education:
- Required: BA/BS degree in Communications Marketing Public Relations or other relevant commensurate experience.
- Experience in Health Plan/Health Care communications preferred.
Experience:
- Minimum of 710 years in Communications and at least three years in a leadership role.
Compensation & Total Rewards Overview
As part of our comprehensive total rewards program colleagues are also eligible for variable pay. Eligibility for any bonus commission benefits or any other form of compensation andbenefits remains in the Companys sole discretion and maybe modified at the Companys sole discretion consistent with the law.
Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:
Medical dental and vision coverage
Retirement plans
Paid time off
Employerpaid life and disability insurance with additional buyup coverage options
Tuition program
Wellbeing benefits
Full suite of benefits to support career development individual & family health and financial health
For more details on our total rewards programs visit 32health/careers/benefits/
Commitment to Diversity Equity Inclusion Accessibility (DEIA) and Health Equity
Point32Health is committed to making diversity equity inclusion accessibility and health equity part of everything we dofrom product design to the workforce driving that innovation. Our Diversity Equity Inclusion Accessibility (DEIA) and Health Equity teams strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming events and an inclusion infrastructure play a role in how we spread cultural awareness train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals who will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.
Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact you may contact
Required Experience:
Director
Employment Type
Full-Time
