Functional Business Owner – Communications & Omnichannel Engagement

Description

• Investigate, assess, examine, and learn all department functions and capabilities.  Establish high level subject matter expertise and represent/share knowledge on behalf of the team
• Collaborate cross-functionally with both business and IT teams to achieve goals aligned with client implementations, client services, and departmental projects
• Complete area implementation workstream workbooks and any other respective artifacts required or as requested
• Ensure compliance with regulatory guidelines as aligned to communications and omnichannel
• Coordinate within department on new client implementation and strategic project tasks
• Engage with other workstreams to ensure status updates proper hand-offs and/or coordination
• Facilitate client facing meetings as requested or needed
• Document, clarify and enhance department requirements
• Establish/complete department test plans and/or validation activities
• Accept personal accountability to drive committed dates and deadlines
• Educate and share information with department teammates related to changes occurring with clients, products, or projects
• Advance and evolve department documentation to ensure updated process documentation including process flow diagrams and desk level procedures where applicable
• Advance and evolve department quality audit testing and validation activities that occur during a client implementation
• Leverage department expertise to collaborate cross-functionally and establish solution options/recommendations for leadership or client consideration
• Facilitate and present to different departments and leadership as requested or needed
• Provide subject matter expertise to internal departments developing processes or technologies relating to department focus
• Develop and maintain source of truth artifacts utilized by various internal departments and external vendors
• Support operational departments such as mail and call operations, provider relations, and care management as requested or needed
• Partner with internal SMEs to keep communications materials and assets fresh, compliant, and streamlined
• Facilitate internal and client requested changes to communications assets and platforms  
• Advance and drive department efficiency gains to reduce waste and apply best practices
• Perform other duties as assigned 

• Project management and execution driver of all communication and omnichannel implementation activities
• Client facing presenter and lead for all Communication workstream meetings

• Maintenance of member communication templates
• Owner and coordination point for all provider materials and communications
• Coordination point for 3^rd party print vendors for mailing campaigns
• Ensures accurate configuration with internal systems for mailings
• Maintains the Clinical storefront for operational material use 
• Manages client approvals of Healthmap branded education materials 
• Ensures all NCQA updates and adjustments are infused into base templates
• Coordinates the configuration of new Client phone lines to meet all client requirements, including answering service, IVR prompts, hours of operation, and branding.
• Coordinates survey templates, delivery methods, and process
• Ownership and maintenance of the Client Facing Implementation Guide

• Support vendor implementations as it relates to new functionality within the communications and omnichannel domain
• Member portal engagement lifecycle, data exchange (remote patient monitoring), gamification, and coordination of targeted member incentive programs
• Omnichannel provider engagement: interface optimization, channel integration

• Bachelor’s degree in business or management or related focus is required (MBA preferred) Applicable experience will be considered in lieu of required degree.
• 5 years of cross functional leadership experience
• 5 years of experience presenting in client facing and executive forums
• 5 years of experience managing omnichannel strategy and execution (preferred)
• Understanding of the Health Care sector and regulatory submission process

• Knowledge and expertise in integrating digital and traditional communication channels
• Collaborative and solution oriented
• Driver mentality with expectation to lead high profile outcomes
• Proven leadership experience as demonstrated through historical work/achievements
• Excellent verbal, written communication, and presentation skills; executive presence
• Ability to craft and execute communication strategies that effectively engage audiences
• Comfort with client facing negotiation, accountability, and coordination
• Strong problem solving, analytical and strategic skills required
• Highly developed organizational skills; comfortable working under time sensitive deadlines
• Ability to manage multiple priorities
• Familiarity with cost and risk management skills
• Eagerness to learn healthcare industry regulations and guidelines
• Must be proficient in Microsoft Office: Project, Outlook, Word, Excel, PowerPoint
• Able to generate reports and analyze large data sets
• Proficient in Adobe Creative Suite (preferred)
• Project Management experience (preferred)
• Experience with Medicare and Medicaid (preferred)

Travel
Remote

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