• VP Member Engagement (Healthcare Marketing & Member Engagement experience required).

    Posted Date 1 day ago(11/13/2018 2:45 PM)
    Job ID
    2018-5618
    # of Openings
    1
    Category
    Sales & Marketing
    Type
    Full Time Regular
  • Overview

     VP Member Engagement 

    Healthcare Marketing & Engagement Experience Required

     

    The Vice President, Member Engagement requirements include someone who is highly strategic, innovative  with natural leadership abilities and at least 10 years of broad-based, progressive executive experience. In addition a successful candidate must possess a broad understanding of healthcare, which may include: payor, provider, life sciences/medical device and from a variety of environments such as consulting, early-stage companies and/or large public corporations. 

     

    A successful candidate must be immediately recognizable as a leader, possessing strong communication, presentation, written and interpersonal skills.  In addition, the Vice President of Member Engagement must pose the ability to be highly collaborative and quickly establish credibility and gain participation across a variety of stakeholders, both internal and external, as this individual will have direct ownership for the member acceptance rate.

    He/she will bring proven operational and strategic planning capabilities and a track record of leading strategic initiatives which align with business goals.  The ideal candidate will have experience managing in a agile matrix organization. In addition the Vice President of Member Engagement must have a successful track-record of  driving change within complex and collaborative environments throughout multiple departments within an  organization.  The leader must be results-driven, have a proven ability to manage, motivate, build teams, and possess a proven track record of exceeding goals and objectives.

     

    Social Media_stacked blocks for iCIMS

     

    The VP of Member Engagement will be responsible for developing and executing the member experience and engagement strategies for all of Matrix Medical Network’s  products and services. 

    This position will provide leadership for enterprise-wide member experience projects and initiatives, including responsibility for the design, testing, execution and analysis of multi-channel programs designed to improve the end-to-end member experience and driving successful member engagement net yield.

    This individual will develop viable member segmentation schema and member insights from data analysis and translate them into actionable strategies to gain member consent.

    This role has ultimate accountability for driving improved outcomes for members, including contact, consent and completion rates, along with improved member satisfaction.

    Responsibilities

    • Drive initiatives involving various departments within Matrix to improve net yield and direct member response rates.  This will require positive collaboration with the senior leadership team within our Member Engagement, Contact Center and Production Planning and Control departments.
    • Responsible for strategy development and leading member experience efforts across all products and services, including documenting observations, conducting analyses and building recommendations for change based on outcomes of member research and campaign management.
    • Improve member engagement by influencing operational processes to provide a full life-cycle view to member experience.
    • Manage relevant member experience projects and initiatives across the company to meet targeted results, including building project plans, managing and facilitating execution, tracking progress and reporting results.
    • Develop, implement and maintain member segmentation schema and oversee analytics that enable testing of campaigns and tactics that improve member acquisition and retention.
    • Working cross-functionally, develop and implement multi-channel campaigns to improve member conversion, satisfaction and retention.
    • Lead a team of marketing personnel to work with Account Management team, internal partners and clients to develop and execute successful member outreach campaigns.
    • Lead efforts in optimizing use of current and new technologies (e.g., campaign management, customer communications management) to improve efficiencies and outreach effectiveness.
    • Collaborate with both clinical and operational teams to build the best experience for customers.
    • Create a strong focus on the development of people, optimizing individual and organizational performance.  Develop an operating culture, which ensures that team members are focused, engaged, rewarded, and productive.
    • Develop alliances and strategic relationships with key partners.  Proactively monitor key relationships.
    • Provide leadership and exercise decision-making regarding priorities, best practices, methodologies, and operational execution.

    Qualifications

    10 years of broad-based, progressive executive experience.

    Must possess a broad understanding of healthcare and strong experience with member engagement and segmentation.  (Including, payor, provider, and life sciences/medical device and from a variety of environments such as consulting, early-stage companies and/or large public corporations.)

    • Strong analytical and decision-making capabilities that support opportunity identification and campaign development, tracking and measurement.
    • Deep member segmentation and loyalty management experience.
    • Solid knowledge of multi-channel campaign management (e.g., mail, email, call center, etc.).
    • Excellent verbal and written communications skills including proven ability to identify and present findings.
    • Advanced organizational and project management abilities, including the ability to work within tight deadlines on a range of projects.
    • Strong knowledge of Microsoft Office Suite and analytics tools (e.g., Tableau).
    • Experience with using campaign management and customer communications management tools to test, manage and execute member outreach.
    • Familiarity with compliance and legal requirements related to member outreach in the healthcare industry.
    • Proven ability to lead in a complex multi-stakeholder environment

     Key traits and characteristics desired include:

    • Strong executive presence and ability to clearly discuss and communicate product value and benefits.  
    • Ability to develop and nurture a team of seasoned product managers and developers.
    • The leadership skills to influence others in a matrix organization and infuse them with a passion for the proposed products and services.
    • Demonstrated experience leading inspirationally with a commitment to common goals and vision.
    • The ability to anticipate and lead change through the organization, equipping people to adapt quickly.
    • The capacity to think strategically and execute tactically.
    • Excellent oral and written communication skills and group presentation skills.  Comfortable presenting at C-level, both externally and internally.
    • The ability to effectively maintain/build relationships across business groups.
    • Structure business disciplines to facilitate quick and fact-based decisions while ensuring accountability for execution.
    • Experience maximizing customer linkages and aligning resources with strategic priorities.
    • Experience in both upstream product definition and downstream product development and execution.
    • A successful history of providing strategic and tactical direction to evolve and grow a market leading portfolio of healthcare solutions.

     

    EDUCATION:

    Bachelor’s degree is required and an advanced degree preferred (e.g. MBA).

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