Director of Member Engagement

Blue Cross Blue Shield of Minnesota•Eagan, MN

3d•$135,500 - $230,300•Hybrid

About The Position

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us. The Impact You Will Have Blue Cross Blue Shield of Minnesota is hiring a Director Member Engagement in Eagan, MN. The Director Member Engagement will lead the team responsible for design, development, and implementation of member engagement strategies across all lines of business - Medicare, Medicaid and Commercial markets. This includes the development of long- and short-term member engagement strategies and goals and oversees their implementation including evaluation and re-direction as needed to meet evolving business needs. The Director will drive cross-functional coordination with care management, provider, service, customer experience, and marketing to ensure a first-class member experience and strong satisfaction outcomes. The position will partner across the organization to create multi-channel initiatives and experiences that deliver an exceptional consumer-centric environment. Ideal candidate has 7+ years progressive member engagement experience, including 3+ years of people leadership, with a proven ability to lead member engagement efforts that deliver a positive, trusted health plan experience across multiple touchpoints. They bring experience leveraging and optimizing engagement platforms and technology in a highly regulated healthcare environment to drive measurable outcomes. This role requires a strong people leader with experience managing managers and providing clarity, direction, and development to their teams.

Requirements

Accepting this position at BCBSMN requires signing an Employee Confidentiality, Intellectual Property Assignment and Restrictive Covenants Agreement as a condition of employment.
7+ years of related professional experience, with 3+ years of management experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
Demonstrated ability to effectively communicate concepts, rationale, and findings to senior leadership and external audiences.
Strong experience in consumer research and analytics.
Ability to drive key initiatives through all levels of the organization creating positive relationships, using effective communication and cross-team collaboration.
Demonstrated experience in consultative collaboration, teamwork, project management and cross functional communication.
Ability to connect tactical deliverable with enterprise objectives and strategy.
Demonstrated project management experience including planning and analysis and strategy development.
Proven ability to deliver persuasive messages based on sound, thorough, fact-based analysis.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor’s degree or higher in business, marketing or related area.
Experience in member and consumer engagement, with a demonstrated ability to deliver a positive, seamless, and trusted health plan experience across multiple touchpoints.
Deep familiarity with leveraging, integrating, and optimizing technology platforms and engagement tools to effectively reach and engage members within a highly regulated and complex industry.
Proven experience leading leaders.
Experience building comprehensive member engagement strategies
Experience targeting senior consumers.
Working within highly regulated environment, with CMS preferred.
Strong supervisory and change management leadership expertise.
Knowledge and experience working with health care sector, including Commercial, Medicare and Medicaid plans, and/or pharmacy benefit managers (PBM).

Responsibilities

Oversee the development, implementation, and evaluation of member engagement across all lines of business, supporting member satisfaction, quality performance, and retention outcomes.
Ensure coordination of member engagement knowledge and activities across all members, including alignment with quality, performance, and risk adjustment programs.
Directs the development of tailored engagement strategies that are data driven, multimodal, and personalized to the risk profile, demographics, education, and cultural needs of different populations
Partner with product management, marketing, quality, health management and other Enterprise partners to design, promote and drive development of member engagement initiatives.
Investigate, recommend, and manage contractual relationships with external vendors including those supplying creative design.
Integrating different communications channels to engage individuals in their health and healthy behavior, while driving brand loyalty and retention; ensure distribution channel alignment with messaging
Understanding of the drivers of behavior, determines the right channel for outreach, and segments members into homogeneous outreach-ready categories.
Collect and analyze data on customer demographics, preferences, needs, habits and practices to identify potential factors affecting engagement for all lines of business.
Manage member message orchestration to support coordinated and future-focused communication capabilities across the enterprise.
Lead and maintain enterprise governance of all member-facing materials to ensure consistency, quality, and alignment with regulatory and brand standards.
Own and oversee enterprise email and SMS/text communication channels, including strategy, execution, and technology management (such as Salesforce Marketing Cloud).
Direct the department including interviewing and hiring employees following guidelines and ensuring employees receive the proper training.
Conduct performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, coaching on performance management and behavior, employee relations and cost control.