LTV Recall Marketing Coordinator

Forum Health•Lisle, IL

3d•$65,000 - $75,000•Remote

About The Position

Forum Health is hiring a Patient LTV / Recall Coordinator to own the execution engine behind patient retention, reactivation, and recall. This role is highly operational and cross-functional: you will turn lifecycle strategy into repeatable outreach workflows-building lists, overseeing creative, deploying campaigns, and tracking performance. Primary outreach channels you will control end-to-end: Direct mail (postcards) SMS/text Email This position is ideal for someone who thrives on details, can manage multiple campaigns at once, is comfortable working with patient data and consent rules, and is motivated by measurable outcomes like improved show rates, higher reactivation, and stronger long-term patient value.

Requirements

Bachelor's degree in Marketing, Communications, Business, Health Administration, Analytics, or a related field OR equivalent experience in lifecycle/CRM, customer engagement, retention, or marketing operations.
2-5 years in lifecycle marketing operations, retention/CRM coordination, patient engagement, or an operations-heavy marketing role.
Demonstrated experience executing segmented campaigns via email and SMS , plus comfort managing direct mail campaigns (or strong willingness to learn quickly).
Strong attention to detail; comfort handling sensitive data and following consent/communication preference rules.
Excellent project management skills and ability to run multiple campaigns concurrently.
Strong reporting skills (Excel/Sheets; comfort with dashboards and KPI interpretation).

Nice To Haves

Experience in healthcare, wellness, clinics, or regulated industries.
Familiarity with appointment/scheduling workflows and common recall scenarios.
Experience coordinating with vendors (printing/mailing, creative production) and managing proofs/QA processes.
Track record improving operational KPIs (reactivation, retention, show rate) through message and audience optimization.

Responsibilities

Recall & reactivation campaign ownership (postcards + SMS + email)
Own the recall outreach calendar across direct mail, SMS, and email, aligned to clinic capacity and operational readiness.
Build and maintain target lists for outreach (e.g., overdue follow-ups, inactive patients, canceled/no-show history, care plan milestones).
Coordinate scheduling/operations to ensure campaigns drive to the right next step (appointments, follow-ups, next-visit actions).
Manage postcard workflows end-to-end: list selection, segmentation, creative requests/briefs, proofing/QA, vendor coordination, drop timing, and response tracking.
Ensure brand compliance, clear calls-to-action, and operational alignment (correct locations, phone numbers, URLs/QR codes, and offers).
Create repeatable 'postcard playbooks' for common recall scenarios (e.g., annual follow-up, reactivation, missed appointment).
Deploy segmented SMS campaigns: reminders, reactivation nudges, time-sensitive call-to-action prompts, and follow-up sequences.
Ensure suppression rules, consent requirements, and frequency standards are followed.
Continuously optimize timing, message length, CTAs, and sequencing based on performance.
Deploy and QA segmented email campaigns and journeys supporting recall/reactivation.
Maintain message templates and approved copy blocks; request creative updates as needed.
Optimize subject lines, send times, content structure, and CTAs based on performance.
Maintain clean segmentation based on consent status, communication preferences, location, appointment history, and service needs (as permitted and directed).
Ensure suppression rules are followed (opt-outs, do-not-contact, incorrect contact info).
Identify data quality gaps (missing phone/email/address, duplicates, tagging issues) and coordinate fixes with marketing ops/technology support.
Track weekly/monthly performance across channels and campaigns: response rate (mail), click/CTR (email), reply/click (SMS), bookings generated, show-rate lift, unsubscribe/opt-out rates, and downstream conversion.
Produce concise performance summaries and recommended optimizations for marketing leadership and operational partners.
Identify what's working and propose specific improvements (audience criteria, creative angles, offer framing, channel mix, cadence).
Partner with clinic operations and scheduling stakeholders so recall efforts map to real capacity and workflow realities.
Flag structural blockers that will cap recall performance (e.g., scheduling friction, capacity constraints, access barriers) and recommend fixes.