Senior Manager, Enterprise Change Management - Emory Health Plan

Emory University•Atlanta, GA

24d•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 member, provider, and employer-facing communications and product elements between the October 19 Open Enrollment launch and the January 1, 2027 vendor go-live. The position owns the Business value map for Product and Omni-Channel, encompassing product foundation, benefits design, plan documentation, configuration, and QA. It also manages the outward communication of this content through the Open Enrollment and go-live campaigns. A key aspect of this role is owning both the accuracy of the plan's definition and the channels through which this information is disseminated. Change management is integrated into product and campaign delivery, with readiness, training, and adoption tracking incorporated into the ETO governance cadence and reported alongside the portfolio.

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 valued: 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.
Advanced proficiency in Excel and PowerPoint. Working fluency in the Microsoft 365 stack the ETO runs on: SharePoint, Power BI, Power Automate, and Forms.
Marketing and campaign execution tooling, including email and engagement platforms, content management, and digital asset management.
Expert-level process mapping and visual collaboration tools: Miro, Lucidchart, Visio, or equivalent.
Fluency in Agile, Lean, Design Thinking, and Program Management frameworks, with the judgment to apply the right lens to the right problem.
Familiarity with healthcare data environments including claims, eligibility, clinical, and pharmacy data. SQL or comparable query capability preferred.
Working knowledge of AI and machine learning application in health plan engagement contexts, and of responsible AI principles, as they affect member-facing channels.

Responsibilities

Owns and matures the Product Design & Management and Product QA & Value Proposition columns as the foundational Business capability behind 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 every published document reconciles to 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 satisfy them.
Leads renewal and plan-year transition, defining what changes between plan years, what stays constant, and how each is described to members before it takes effect.
Directs provider directory QA and the accuracy controls behind network representation across member-facing channels.
Runs the benefits sign-off process, holding the approval gate that releases plan content to 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, holding one voice, one visual system, and one message hierarchy across every audience and channel.
Develops marketing and change materials spanning digital, print, portal, email, town hall, and manager cascade formats.
Owns distribution of the renewal and plan-year transition messaging built in Priority 1, so that what the product says and what the campaign says are the same thing.
Manages the campaign calendar against the Open Enrollment and go-live gates, including production lead times, approval windows, and contingency sequencing when a dependency slips.
Partners with EHP Communications and HR Business Partners so that enterprise channels and plan channels reinforce rather than compete.
Builds stakeholder engagement plans for every major OKR milestone, defining audience, message, owner, channel, and timing for each.
Maps change impacts by audience: members, providers, and employers, across brand, campaign, and platform communications.
Translates impact analysis into enablement plans owned by the receiving function, with named owners and dates rather than general awareness activity.
Maintains the engagement map as a live instrument, updating it as milestones move and surfacing audiences that have gone quiet or unaddressed.
Applies recognized change frameworks (Prosci / ADKAR, Kotter) where they add rigor to milestone engagement and adoption, tailored to the health plan context rather than applied wholesale.
Stands up the Phase 2 consumer engagement layer to sustain adoption once go-live messaging lands, converting a launch campaign into an ongoing engagement capability.
Builds member segmentation that supports differentiated messaging by population, utilization profile, and channel preference.
Leads mobile and digital engagement design, including journey definition, message triggers, and measurement of response.
Directs the member and family portal experience, ensuring self-service paths reduce call volume and resolve the questions the campaign predictably generates.
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, contributing audience-side readiness evidence to the go or no-go decision.
Leads training design, including Benefits Specialist training and War Room readiness for the December 2026 to February 2027 window.
Tracks adoption KPIs across campaign, portal, and engagement channels, and reports change health in the weekly OKR Sync and monthly ETO governance cadence.
Builds and runs the change champion network across clinical, operational, and administrative functions, carrying campaign and readiness standards into each area.
Manages resistance where it shows up in practice: unanswered audiences, stale materials in circulation, training completed as a formality, and adoption numbers reported without evidence.
Holds one narrative across forums. What the Board hears, what leadership hears in monthly governance, and what members read in campaign materials must reconcile to the same facts.