Member Communications Manager

This is a hybrid position, we are open to any candidates that reside in Washington State. Occasional travel to Seattle may be needed.

Who we are

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. Partners with internal teams to develop and implement communications that keep members informed and engaged with available benefits and health services.
• Manages a multi-channel member communication strategy—including SMS, email--, to engage members effectively across all stages of their journey. Balances strategic planning with tactical execution including video, visuals, and copy to meet key performance indicators (KPIs).
• 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. Serve as CHPW’s primary interface with content management system and vendors. 
• 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, 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. This includes validation and testing of communication personalization. Partner with data managers to ensure the right message gets to the right members.
• Regularly measures and evaluates stakeholder satisfaction, addressing concerns and adapting strategies as needed. Provides ongoing support throughout the project lifecycle, managing stakeholder expectations by clearly communicating challenges and trade-offs.
• Tracks the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and member feedback. Optimizes and A/B test automated workflows to improve campaign performance.
• 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, at its sole discretion.

Knowledge, Skills, and Abilities:

• Excellent copywriting, proofing, and editing skills.
• Exceptional attention to detail and ability to managing projects end-to-end, ensuring quality and consistency.
• 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, ensuring all campaigns adhere to legal standards.
• Basic video and graphics production knowledge a plus

Note: If you think you do not qualify, please reconsider. Studies have shown that women and people of color are less likely to apply to jobs unless they feel they meet every qualification. However, everyone brings different strengths to the table for a job, and people can be successful in a role in a variety of ways. If you are excited about this job but your experience doesn’t perfectly check every box in the job description, we encourage you to apply anyway.

As part of our hiring process, the following criteria must be met:

• Complete and successfully pass a criminal background check.

Criminal History: includes review of criminal convictions and probation. CHPW does not automatically or categorically exclude persons with a criminal background from employment. The applicant’s criminal history will be reviewed on a case-by-case basis considering the risk to the business, members, and/employees.

• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• 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 also 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), twisting, and reaching.

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.