Community Health Plan of Washington
Member Communications Manager
Community Health Plan of Washington - Seattle, Washington, us, 98127
Work at Community Health Plan of Washington
Overview
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Overview
This is a hybrid position, we are open to any candidates that reside in Washington State. Occasional travel to Seattle may be needed.
Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap. Who we are Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration. Our commitment is to: Strive to apply an equity lens to all our work. Reduce health disparities. Become an anti-racist organization. Create an equitable work environment. About the Role This position will play an important role for Community Health Plan of Washington (CHPW) member communication strategy, ensuring our members receive timely and engaging information personalized for them. As Member Communication Program Manager, you will take a leadership role in ensuring our members receive timely, clear, and valuable updates on using benefits, staying healthy, and other key health initiatives to help meet our business objectives. This role requires close collaboration with many internal teams, including Member Onboarding, Health Services, Quality, Pharmacy, Marketing, IT, Compliance and Legal, to ensure messaging is accurate, timely, consistent, and aligned with our organization’s goals. You will help to develop business rules and processes that optimize delivery and open rates, and leverage data-driven insights to continually refine our approach. This role touches all facets of the business ensuring cohesive and effective communication throughout the member journey. To be successful in this role, you: Hold bachelor’s degree in communications, marketing or digital marketing, business, English, or a related field (or equivalent professional experience) Have minimum of four (4) years of experience in multi-channel communications, specifically with large-scale email and SMS campaigns Possess expertise in managing multi-channel communication programs, with a strong focus on automation and scalability. Healthcare experience preferred especially with Medicaid and/or Medicare Essential functions and Roles and Responsibilities: Collaborates with cross-functional teams to align communication strategies, enhance member experience, and ensure messaging is clear, relevant, and accessible. Manages a multi-channel member communication strategy—including SMS and email—to engage members effectively across all stages of their journey. Designs and manages multiple communication workflows for timely and personalized delivery, ensuring messages resonate with CHPW’s member segments in different stages of their member journeys. Develops and manages business rules and processes for data, content, schedules and reporting. Makes recommendations on incorporating email and text best practices into CHPW member communication approach. Reviews results reporting and makes recommendations on modifications to individual and ongoing communication campaigns. Collaborates with product managers, designers, and writers to implement creative ensuring campaigns reflect CHPW’s brand and are visually appealing, engaging, and effective. Partners with cross-functional teams to implement segmentation, targeting, and list management to support personalized communication efforts. Regularly measures and evaluates stakeholder satisfaction, addressing concerns and adapting strategies as needed. Tracks the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and member feedback. Conducts regular performance analysis to identify trends, evaluate success, and recommend improvements for future communication strategies. Stays updated on industry trends and emerging technologies to identify opportunities for innovation and continuous improvement. Writes and creates digital content (including basic graphic/video production); synthesizing information from various sources for content and storytelling; editing and proofing content. Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer. Knowledge, Skills, and Abilities: Excellent copywriting, proofing, and editing skills. Exceptional attention to detail and ability to manage projects end-to-end. Proficient with campaign management tools and platforms. Experience in A/B testing, data analysis, and performance tracking to optimize engagement and conversion rates. Excellent interpersonal and communication skills. In-depth understanding of compliance requirements and regulations related to email marketing (e.g., CAN-SPAM), SMS, and push notifications. Basic video and graphics production knowledge a plus. As part of our hiring process, the following criteria must be met: Complete and successfully pass a criminal background check. Has not been sanctioned or excluded from participation in federal or state healthcare programs. Vaccination requirement (CHPW offers a process for medical or religious exemptions). Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. Compensation and Benefits: The position is FLSA Exempt and is eligible for overtime and has a 10% annual incentive target based on company, department, and individual performance goals. The base pay actually offered will take into account internal equity and may vary depending on the candidate’s job-related knowledge, skills, and experience among other factors. CHPW offers the following benefits for Full and Part-time employees and their dependents: Medical, Prescription, Dental, and Vision Telehealth app Flexible Spending Accounts, Health Savings Accounts Basic Life AD&D, Short and Long-Term Disability Voluntary Life, Critical Care, and Long-Term Care Insurance 401(k) Retirement and generous employer match Employee Assistance Program and Mental Fitness app Financial Coaching, Identity Theft Protection Time off including PTO accrual starting at 17 days per year. 40 hours Community Service volunteer time 10 standard holidays, 2 floating holidays Compassion time off, jury duty pay. Sensory/Physical/Mental Requirements: Sensory* : Speaking, hearing, near vision, far vision, depth perception, peripheral vision, touch, smell, and balance. Physical* : Extended periods of sitting, computer use, talking and possibly standing. Simple grasp, firm grasp, fine manipulation, pinch, finger dexterity, supination/pronation, wrist flexion. Frequent torso/back static position; occasional stooping, bending, and twisting. Some kneeling, pushing, pulling, lifting, and carrying (not over 25 pounds). Mental : Must be able to manage conflict, communicate effectively and meet time-sensitive deadlines. Work Environment: Office environment. Employees who frequently work in front of computer monitors are at risk for environmental exposure to low-grade radiation. *Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. *The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of this position. Job descriptions may be updated or changed to reflect business needs. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap. Who we are Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration. Our commitment is to: Strive to apply an equity lens to all our work. Reduce health disparities. Become an anti-racist organization. Create an equitable work environment. About the Role This position will play an important role for Community Health Plan of Washington (CHPW) member communication strategy, ensuring our members receive timely and engaging information personalized for them. As Member Communication Program Manager, you will take a leadership role in ensuring our members receive timely, clear, and valuable updates on using benefits, staying healthy, and other key health initiatives to help meet our business objectives. This role requires close collaboration with many internal teams, including Member Onboarding, Health Services, Quality, Pharmacy, Marketing, IT, Compliance and Legal, to ensure messaging is accurate, timely, consistent, and aligned with our organization’s goals. You will help to develop business rules and processes that optimize delivery and open rates, and leverage data-driven insights to continually refine our approach. This role touches all facets of the business ensuring cohesive and effective communication throughout the member journey. To be successful in this role, you: Hold bachelor’s degree in communications, marketing or digital marketing, business, English, or a related field (or equivalent professional experience) Have minimum of four (4) years of experience in multi-channel communications, specifically with large-scale email and SMS campaigns Possess expertise in managing multi-channel communication programs, with a strong focus on automation and scalability. Healthcare experience preferred especially with Medicaid and/or Medicare Essential functions and Roles and Responsibilities: Collaborates with cross-functional teams to align communication strategies, enhance member experience, and ensure messaging is clear, relevant, and accessible. Manages a multi-channel member communication strategy—including SMS and email—to engage members effectively across all stages of their journey. Designs and manages multiple communication workflows for timely and personalized delivery, ensuring messages resonate with CHPW’s member segments in different stages of their member journeys. Develops and manages business rules and processes for data, content, schedules and reporting. Makes recommendations on incorporating email and text best practices into CHPW member communication approach. Reviews results reporting and makes recommendations on modifications to individual and ongoing communication campaigns. Collaborates with product managers, designers, and writers to implement creative ensuring campaigns reflect CHPW’s brand and are visually appealing, engaging, and effective. Partners with cross-functional teams to implement segmentation, targeting, and list management to support personalized communication efforts. Regularly measures and evaluates stakeholder satisfaction, addressing concerns and adapting strategies as needed. Tracks the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and member feedback. Conducts regular performance analysis to identify trends, evaluate success, and recommend improvements for future communication strategies. Stays updated on industry trends and emerging technologies to identify opportunities for innovation and continuous improvement. Writes and creates digital content (including basic graphic/video production); synthesizing information from various sources for content and storytelling; editing and proofing content. Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer. Knowledge, Skills, and Abilities: Excellent copywriting, proofing, and editing skills. Exceptional attention to detail and ability to manage projects end-to-end. Proficient with campaign management tools and platforms. Experience in A/B testing, data analysis, and performance tracking to optimize engagement and conversion rates. Excellent interpersonal and communication skills. In-depth understanding of compliance requirements and regulations related to email marketing (e.g., CAN-SPAM), SMS, and push notifications. Basic video and graphics production knowledge a plus. As part of our hiring process, the following criteria must be met: Complete and successfully pass a criminal background check. Has not been sanctioned or excluded from participation in federal or state healthcare programs. Vaccination requirement (CHPW offers a process for medical or religious exemptions). Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. Compensation and Benefits: The position is FLSA Exempt and is eligible for overtime and has a 10% annual incentive target based on company, department, and individual performance goals. The base pay actually offered will take into account internal equity and may vary depending on the candidate’s job-related knowledge, skills, and experience among other factors. CHPW offers the following benefits for Full and Part-time employees and their dependents: Medical, Prescription, Dental, and Vision Telehealth app Flexible Spending Accounts, Health Savings Accounts Basic Life AD&D, Short and Long-Term Disability Voluntary Life, Critical Care, and Long-Term Care Insurance 401(k) Retirement and generous employer match Employee Assistance Program and Mental Fitness app Financial Coaching, Identity Theft Protection Time off including PTO accrual starting at 17 days per year. 40 hours Community Service volunteer time 10 standard holidays, 2 floating holidays Compassion time off, jury duty pay. Sensory/Physical/Mental Requirements: Sensory* : Speaking, hearing, near vision, far vision, depth perception, peripheral vision, touch, smell, and balance. Physical* : Extended periods of sitting, computer use, talking and possibly standing. Simple grasp, firm grasp, fine manipulation, pinch, finger dexterity, supination/pronation, wrist flexion. Frequent torso/back static position; occasional stooping, bending, and twisting. Some kneeling, pushing, pulling, lifting, and carrying (not over 25 pounds). Mental : Must be able to manage conflict, communicate effectively and meet time-sensitive deadlines. Work Environment: Office environment. Employees who frequently work in front of computer monitors are at risk for environmental exposure to low-grade radiation. *Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. *The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of this position. Job descriptions may be updated or changed to reflect business needs. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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