Director Member Communications

Harvard Pilgrim Health Care • Canton, MA

269d

About The Position

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 member-facing 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 regulatory-driven materials meet or exceed regulatory standards.

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.

Nice To Haves

• Experience in Health Plan/Health Care communications preferred.

Responsibilities

• 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.
• Stand-up 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 member-friendly.
• 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 member-centric 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.

Benefits

• Medical, dental and vision coverage.
• Retirement plans.
• Paid time off.
• Employer-paid life and disability insurance with additional buy-up coverage options.
• Tuition program.
• Well-being benefits.
• Full suite of benefits to support career development, individual & family health, and financial health.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree