Director of Member Engagement (Job Number:11566)
Description
Summary:
This position is responsible for leading the team responsible for design, development, and implementation of member engagement in the Medicare Star Center of Excellence. This includes the development of long- and short-term member engagement strategies and goals, and oversee their implementation including evaluation and re-direction as needed to meet evolving business needs. The Director will drive cross-functional coordination with care management, marketing, and contact center to ensure a first class member experience and highly satisfied Medicare members. The position will partner across the organization to create multi-channel initiatives and experiences that deliver an exceptional consumer-centric environment.
Accountabilities:
1. Oversee the development, implementation, and evaluation of member engagement activities that drive Star ratings, member satisfaction, and improve member retention.
2. 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.
3. Partner with product management, marketing, quality, health management and other Enterprise partners to design, promote and drive development of member engagement initiatives.
4. Investigate, recommend, and manage contractual relationships with external vendors including those supplying creative design.
5. 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.
6. Understanding of the drivers of behavior, determines the right channel for outreach, and segments members into homogeneous “outreach-ready” categories.
7. Collect and analyze data on customer demographics, preferences, needs, habits and practices to identify potential factors affecting engagement.
8. Directs the department including interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the proper training. Conducts 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.
The job description in not intended to be an exhaustive list of all functions and responsibilities of the position. Employees are held accountable for all functions of the job. Job duties and the % of time identified for any function are subject to change at any time.
- Work is performed in an office setting
- In-state and out-of-state travel occasionally required
- Required travel between Eagan campus building locations
Qualifications
Required Qualifications:
- Accepting this director level position at BCBSMN requires signing an Agreement Regarding Non-Disclosure of Confidential Information and Non-Competition as a condition of employment.
- Bachelors' degree in business, marketing or related area and 7 years of experience with consumer efforts, business strategy development, and/or interactive marketing.
- 3 years of direct staff management experience.
- 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.
Preferred Qualifications:
- Advanced degree in marketing, business, or related area preferred
- Experience targeting senior consumers
- Working within highly regulated environment, with CMS preferred
- Strong supervisory and change management leadership expertise
- Knowledge & experience working with health care sector, Medicare plans, and/or pharmacy benefit managers (PBM)
Blue Cross Blue Shield of Minnesota is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.
Primary Location: United States-Minnesota-Eagan
Shift: Day Job
Description
Summary:
This position is responsible for leading the team responsible for design, development, and implementation of member engagement in the Medicare Star Center of Excellence. This includes the development of long- and short-term member engagement strategies and goals, and oversee their implementation including evaluation and re-direction as needed to meet evolving business needs. The Director will drive cross-functional coordination with care management, marketing, and contact center to ensure a first class member experience and highly satisfied Medicare members. The position will partner across the organization to create multi-channel initiatives and experiences that deliver an exceptional consumer-centric environment.
Accountabilities:
1. Oversee the development, implementation, and evaluation of member engagement activities that drive Star ratings, member satisfaction, and improve member retention.
2. 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.
3. Partner with product management, marketing, quality, health management and other Enterprise partners to design, promote and drive development of member engagement initiatives.
4. Investigate, recommend, and manage contractual relationships with external vendors including those supplying creative design.
5. 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.
6. Understanding of the drivers of behavior, determines the right channel for outreach, and segments members into homogeneous “outreach-ready” categories.
7. Collect and analyze data on customer demographics, preferences, needs, habits and practices to identify potential factors affecting engagement.
8. Directs the department including interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the proper training. Conducts 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.
The job description in not intended to be an exhaustive list of all functions and responsibilities of the position. Employees are held accountable for all functions of the job. Job duties and the % of time identified for any function are subject to change at any time.
- Work is performed in an office setting
- In-state and out-of-state travel occasionally required
- Required travel between Eagan campus building locations
Qualifications
Required Qualifications:
- Accepting this director level position at BCBSMN requires signing an Agreement Regarding Non-Disclosure of Confidential Information and Non-Competition as a condition of employment.
- Bachelors' degree in business, marketing or related area and 7 years of experience with consumer efforts, business strategy development, and/or interactive marketing.
- 3 years of direct staff management experience.
- 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.
Preferred Qualifications:
- Advanced degree in marketing, business, or related area preferred
- Experience targeting senior consumers
- Working within highly regulated environment, with CMS preferred
- Strong supervisory and change management leadership expertise
- Knowledge & experience working with health care sector, Medicare plans, and/or pharmacy benefit managers (PBM)
Blue Cross Blue Shield of Minnesota is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.
Primary Location: United States-Minnesota-Eagan
Shift: Day Job