Clinical Comms CX Manager

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.

Duties and Responsibilities:

• Serve as the operational lead for the clinical team's communications campaign calendar, ensuring timely execution across all phases of the plan year.

• Partner with cross-functional teams, including Planning, Performance Marketing, and Clinical-to develop insight-driven creative, strategy, and asset briefs.

• Function as an internal subject matter expert to coach on member voice in clinical communications development, and the point-person on deployment, and optimization.

• Collaborate with internal teams and external agency partners to produce campaign assets and go-to-market materials, including timelines and activation calendars.

• Lead cross-functional planning meetings and manage workstreams to ensure timely, on-budget, and compliant delivery of initiatives.

• Recommend audience segmentation, micro-targeting, and multi-channel campaign strategies to increase engagement and drive behavior change.

• In collaboration with the clinical team, consult on design and lead implement internal and external communication strategies that promote clinical programs, enhance member engagement, and ensure regulatory compliance (e.g., HIPAA, CMS).

• Ensure alignment of clinical campaign initiatives with broader CX strategy, brand guidelines and organizational goals.

• Track and report on campaign performance from member engagement to desired clinical results, using data to inform continuous improvement and maximize ROI.

• Perform other duties as assigned within the CX function.

Knowledge, Skills, and Abilities:

• Bachelor's degree in healthcare administration, marketing, communications or related field.

• 4+ years of experience in healthcare, communications preferable within a health plan or payor organization.

• Strong understanding of consumer behavior and direct response in healthcare industry.

• Experience managing multiple simultaneous campaigns in the healthcare space.

• Demonstrated ability to manage complex cross functional initiatives in fast paced regulated environment.

• Detail-orientated and results driven, with strong organizational or project management skills.

• Excellent written, verbal, and visual communication skills: able to influence across stakeholders and levels.

• Experience using data and insights to drive campaign strategy, optimization, and measurable outcomes.

Preferred Qualifications:

• Master's degree

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match - dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

While this is a remote opportunity, at this time GEHA does not hire employees from U.S. territories or the following states: Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.