Manager, Medicare Engagement
Emergent Holdings

Job Info

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SUMMARY: For marketing and consumer engagement professionals, there couldn't be a more exciting time to work in healthcare. The industry landscape is undergoing massive change, and with that change, consumers are increasingly being asked to get more involved in their healthcare. Blue Cross Blue Shield of Michigan is rapidly driving a "new normal" and is committed to doing this with a strong customer focus. Improving health care literacy, impacting behavior change and leading members toward action are a major part of driving customer experience and overall retention of our members. We're looking for an energetic leader to join our Marketing Strategy and Member Engagement team to manage rewarding goal-focused, high-impact initiatives for our growing Medicare business. Over 63 million Americans are eligible for Medicare which has increased 39% since 2009. Medicare is very much a growth area of Blue Cross's portfolio. Be a part of this wave.

Does deeply understanding the consumer and using new insights to find ways to engage them get you excited? Do you have experience putting lifecycle plans together across a consumer's experience? The Manager of Member Engagement will take the lead in crafting both large-scale lifecycle and targeted member engagement strategies for our Medicare business. This entails painting a picture using data and insights, forming engagement strategies and motivating cross-functional execution teams toward "the goal." For example, the goal could be getting a flu shot, getting preventive care screenings, driving participation in health improvement programs or driving overall member satisfaction through nurturing efforts.

In other words, you will be responsible for being that "nudge" that's needed to move consumers toward the finish line. And, it takes a village, so you'll need to use your motivation, collaboration and consensus-building skills to keep the team, including business, communications and digital experience partners, moving in the right direction.

RESPONSIBILITIES/TASKS:

• Leverage research and insights to obtain an in-depth understanding of member wants and needs of their health plan and the current pain points and barriers they experience
• Lead or contribute to high-impact projects that are designed to engage Blue Cross members.
• Collaborate with other employees, partners, and members in co-creating touch points from a member-centric point-of-view
• Effectively develop and communicate plans and results
• Facilitate brainstorming sessions aimed at bringing out winning ideas
• Partner with key internal business owners to uncover goals and better understand our products, services and programs
• Understand and utilize key performance indicators, including STARS, CAHPS, HOS and other measures as they relate to overall engagement
• Integrate human-centered design methods into initiatives
• Responsible to plan, organize, direct, control, and lead assigned business unit; specialize in development, planning, and leadership; operate within broad objectives to ensure optimum utilization of capital, manpower, and equipment for the assigned business unit.
• Manage activities of a department including but not limited to planning, problem solving, staff development and communication.
• Execute function/area objectives that support continuous improvement.
• Manage professional, exempt, and non-exempt non-bargaining and bargaining unit employees. Responsible for special projects and/or problem resolutions.
• Provide effective and efficient solutions to complex business problems. Provide high level oversight and leadership. Other Duties may be assigned.

DIRECTION EXERCISED:

Directly supervises exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include, but are not limited to, effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION:

Bachelor's Degree in related field required. Master's Degree in related field considered a plus.

Five (5) + years experience in related field including experience in a leadership role.

EXPERIENCE:

Six years of marketing and/or consumer engagement experience with demonstrated technical experience that provides the necessary knowledge, skills and abilities. Health care experience required. Medicare experience preferred. Experience improving CAHPS results preferred.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Ability to work under general direction.
• Ability to work effectively in a team environment.
• Good analytical, organizational, planning, verbal and written communication skills.
• Marketing and/or consumer engagement experience in a services industries (e.g., health care, insurance, financial services)
• Experience with Medicare preferred
• Experience in a CRM-driven workplace (e.g. Salesforce, Marketing Cloud)
• Ability to drive results, lead cross-functional teams, influence others and foster collaboration
• Excellent oral and written communication skills
• Excellent analytical skills and demonstrated ability to translate the analysis into meaningful and practical strategies, plans and briefs
• Strong understanding and demonstrated ability to be customer-focused
• Evidence of achieving results in complex settings and in matrix/silo organizations
• Innate desire and experience in driving consumer engagement

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards. Potential need to travel occasionally to areas of customer engagement.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an \"at will\" basis. Nothing herein is intended to create a contract.

This job has expired.