Member Communications Manager

The Member Communications Manager serves as the primary developer of written messages, notices, and user experience content for over 400,000 health and dental insurance members covered through the Health Connector. This role also involves crafting messaging for applicants and potential members, including Massachusetts residents who are uninsured or at risk of uninsurance. The Member Communications Manager collaborates closely with cross-functional teams throughout the Health Connector to align communications with policy objectives, regulatory requirements, and strategic priorities. This position requires excellent communication skills (particularly written) and expertise in health insurance literacy, messaging testing, and research to promote understanding among a diverse population of Massachusetts residents (individuals/families and small businesses) that rely on the Health Connector for their health and dental coverage. The Member Communications Manager will report to the Director of Policy. Key Responsibilities

Author and develop member-facing communications, including notices, flyers, brochures, inserts, emails, on-screen application text and SMS/text communications. Maintain and update as necessary, a library of existing member communications. Develop and execute a member communications approach, including creating a content roadmap and maintaining a calendar of communications around Open Enrollment and year-round activities. Update content and voice as the Health Connector population evolves and the Health Connector’s calls-to-action for its membership evolves, ensuring content is consistent and compelling across delivery channels, and is drawing from best-in-class research and best practices in health insurance/public program communication. Develop compelling messaging for applicants and potential members to prompt uninsured and at-risk-of-uninsurance populations to get covered. Collaborate with Health Connector for Business (the Health Connector’s program/platform that provides small group insurance to small employers in Massachusetts) to provide communications guidance to promote growth in the Health Connector’s small business health coverage program. Manage language translations and health care literacy vendors that help support the Health Connector’s work to craft messages that resonate and are understood by its diverse enrollee populations. Oversee messaging testing/field research for individual/family and small business market segments to align with the Health Connector’s user experience goals and initiatives. Analyze content performance metrics to optimize strategies and improve content effectiveness. Champion a human-centered design approach in the development of new products, processes, and communications efforts, including in the online application, online shopping, and online customer service domains. Participate in cross-functional workgroups with teams including Policy, Operations, Marketing, Outreach, Legal and IT to address trends, challenges, and strategic priorities and represent the individual user’s communications needs and preferences. Partner with digital marketing teams to ensure consistency in messaging and reinforce key communications. Experience and Qualifications

5+ years in health or public program communications or related fields. Background in creating and aligning consumer-facing communications in a dynamic and regulatory-driven environment. Proven experience in health care and/or public program communications with the ability to simplify complex policies and requirements into consumer-friendly and easy-to-understand materials. Mission-driven and committed to the ideals and objectives of health reform and expanding health coverage to as many Massachusetts residents as possible and meeting the needs of diverse (and in some cases, vulnerable) populations Demonstrated ability to create professional and impactful written materials on set timeframes, manage complex projects, and remain organized and effective in producing and advancing deliverables. Experience building communication strategies for diverse audiences based on messaging research and best practices. Experience collaborating with cross-functional teams in matrixed environments. Strong written and verbal communication skills, with the ability to engage audiences ranging from in-the-field organizational partners to senior executives. Skill Requirements

Writing, editing, and proofreading with careful attention to grammar, tone and consistency. Excellent ability to develop plain language messaging and to simplify complex topics into easy-to-understand language for members. Exceptional ability to translate technical and policy details into clear, audience-appropriate messaging. Excellent organizational skills, with the ability to manage multiple projects and deadlines simultaneously. Knowledge and application of human-centered design principles. Capacity to adapt to a fast-paced, dynamic environment with evolving priorities. Collaborative mindset, with experience building cross-functional partnerships and engagement strategies. Preferred Qualifications

Knowledge of State-Based Marketplace and/or Medicaid policies, programs, and procedures. Project management planning, integration, coordination, and monitoring. Experience with Salesforce CRM functionality, process flows and reporting capabilities. Experience with complex Information Technology systems. All Health Connector employees are required to provide satisfactory proof of eligibility to work in the United States The Health Connector is operating on a hybrid work arrangement with 2 days in the downtown Boston office and 3 days working from home. Employee may be requested to work an extended day and weekends to meet deadlines. About the Health Connector

The Commonwealth Health Insurance Connector Authority (Massachusetts Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant Marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities. The Health Connector is an equal-opportunity employer that values diversity as a vital characteristic of its workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.

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