Senior Manager, Enterprise Change Management - Emory Health Plan

Emory•Atlanta, GA

23d•Hybrid

About The Position

Emory Health Plan is establishing a self-funded plan for approximately 66,000 members across Emory Healthcare and Emory University. This role is responsible for all aspects that members, providers, and employers see between the Open Enrollment launch on October 19 and the vendor go-live on January 1, 2027. The position oversees the Business value map for Product and Omni-Channel, encompassing product foundation, benefits design, plan documentation, configuration, and QA. It then manages the outward communication of this content through the Open Enrollment and go-live communication campaign. A key feature of this role is ownership of both the plan's accuracy and the communication channels. Change management is integrated with product and campaign delivery, with readiness, training, and adoption tracking reported within the ETO governance cadence.

Requirements

Bachelor's degree in Industrial & Systems Engineering, Business Administration, Healthcare Management, or related field.
8+ years of progressive experience in healthcare transformation, strategy execution, management consulting, or health plan operations.

Nice To Haves

Master's degree (MBA, MHA, MPH, MS-ISE, or equivalent) from an accredited program.
Certifications: PMP, Prosci ADKAR, Lean Six Sigma Black Belt, CPHQ, FACHE, or equivalent.
Advanced proficiency in Excel, PowerPoint.
Strong working knowledge of Python or R, SQL, and data visualization platforms (Tableau, Power BI).
Demonstrated track record of leading enterprise-wide change management programs, including stakeholder engagement, communications strategy, and adoption measurement for initiatives affecting 500+ employees.
Expert-level process mapping and systems design tools: Lucidchart, Miro, Visio, or equivalent.
Fluency in Agile, Lean, Design Thinking, Systems Engineering, and Program Management frameworks and the judgment to apply the right lens to the right problem.
Familiarity with healthcare data environments: claims, eligibility, clinical, and pharmacy data; experience with interoperability standards (HL7, FHIR) a plus.
Working knowledge of AI/ML application in health plan contexts (risk stratification, care gap identification, NLP for claims) and responsible AI principles.
Open Enrollment or plan-year transition experience in a self-funded or managed care environment, including work with carrier, TPA, and PBM partners.
Experience with member segmentation, digital engagement platforms, member portals, and health risk assessment programs.
Provider directory management, network representation accuracy, or cost and price transparency compliance experience.
Working fluency in the Microsoft 365 stack: SharePoint, Power BI, Power Automate, and Forms.
Marketing and campaign execution tooling, including email and engagement platforms, content management, and digital asset management.
SQL or comparable query capability preferred.

Responsibilities

Owns and matures the Product Design & Management and Product QA & Value Proposition columns, serving as the foundational Business capability for the October 19 Open Enrollment launch and the January 1, 2027 go-live.
Owns benefits design and plan documentation (SBC, SPD, and benefit guide content), ensuring all published documents align with the configured plan.
Owns account and product configuration in partnership with Anthem, AmeriBen, and Prime Therapeutics, including plan build validation, tier structures, and eligibility logic.
Owns cost and price transparency requirements and the member-facing surfaces that fulfill them.
Leads renewal and plan-year transition, defining changes and constants between plan years and how they are communicated to members.
Directs provider directory QA and accuracy controls for network representation across member-facing channels.
Runs the benefits sign-off process, approving plan content for print, portal, and campaign.
Designs and executes the omnichannel communication strategy for the October 19 Open Enrollment launch and the January 1, 2027 vendor go-live.
Owns brand and campaign management for the transition, ensuring a consistent voice, visual system, and message hierarchy across all audiences and channels.
Develops marketing and change materials for digital, print, portal, email, town hall, and manager cascade formats.
Owns the distribution of renewal and plan-year transition messaging, ensuring alignment between product and campaign content.
Manages the campaign calendar against Open Enrollment and go-live gates, including production lead times, approval windows, and contingency sequencing.
Partners with EHP Communications and HR Business Partners to ensure enterprise and plan channels reinforce each other.
Builds stakeholder engagement plans for major OKR milestones, defining audience, message, owner, channel, and timing.
Maps change impacts by audience (members, providers, employers) across brand, campaign, and platform communications.
Translates impact analysis into enablement plans owned by the receiving function, with named owners and dates.
Maintains the engagement map as a live instrument, updating it as milestones shift and identifying unaddressed audiences.
Applies recognized change frameworks (Prosci / ADKAR, Kotter) to enhance milestone engagement and adoption, tailored to the health plan context.
Stands up the Phase 2 consumer engagement layer to sustain adoption post-go-live, converting launch campaigns into ongoing engagement capabilities.
Builds member segmentation to support differentiated messaging by population, utilization profile, and channel preference.
Leads mobile and digital engagement design, including journey definition, message triggers, and response measurement.
Directs the member and family portal experience to enhance self-service and reduce call volume.
Operationalizes health risk assessments as an engagement instrument, defining promotion, completion targets, and downstream use of results.
Partners with the ETO on change readiness assessments at each phase gate, providing audience-side readiness evidence for go/no-go decisions.
Leads training design, including Benefits Specialist training and War Room readiness for the December 2026 to February 2027 period.
Tracks adoption KPIs across campaign, portal, and engagement channels, reporting change health in weekly OKR Sync and monthly ETO governance.
Builds and runs the change champion network across clinical, operational, and administrative functions.
Manages resistance by addressing unanswered audiences, outdated materials, superficial training completion, and adoption numbers reported without evidence.
Maintains a unified narrative across all forums, ensuring consistency between Board communications, leadership updates, and member-facing materials.