Director, Member Engagement

Key Responsibilities

Engagement Strategy & Execution

• Own Chamber's member engagement strategy: which members to prioritize, by which channel, with which message, at what cadence, segmented by program and risk tier.
• Define the engagement scope decision for each payer and set strategy deliberately.
• Build the member journey in collaboration with Clinical and Program Operations: from first outreach through activation, care plan enrollment, and ongoing touch cadence.
• Determine whether and when to bring on outsourced engagement vendors and own that vendor evaluation and selection process.
• Own day-to-day execution of engagement campaigns: list management, send schedules, real-time issue resolution, and vendor coordination across outreach tools and platforms.
• Build and continuously optimize campaign design: cohort targeting, message sequencing, channel mix, and A/B testing, using performance data to improve conversion over time.
• Own the member communication calendar across all active contracts.
• Own DNC list management and TCPA compliance for all outreach: call cadences, consent frameworks, and compliance for AI-assisted outreach channels.
• Own the operational relationship with engagement vendors, including performance management, contract compliance, and invoice reconciliation.
• Build and manage the engagement team as volume scales.
• Partner with the Performance & Analytics function to build engagement performance reporting: campaign conversion, outreach channel effectiveness, and member response rates by cohort and risk tier.

Member Experience & Satisfaction

• Design the member experience across every touchpoint: welcome communications, landing pages, and the overall first impression members have of Chamber.
• Build and operationalize Chamber's Member NPS program, including survey design, deployment, cadence, and ongoing tracking.
• Own ongoing NPS tracking and response: monitoring scores, identifying drivers, closing the loop with detractors, and reporting results to Humana.
• Build and operationalize a Provider NPS / satisfaction survey program.

Attribution & Retention

• Design and build Chamber's attribution attrition prevention program, proactively identifying members at risk of losing network attribution due to lack of a recent visit with a network cardiologist, and re-engaging them before attribution is lost.
• Own ongoing execution of attribution retention outreach once built, and track attribution retention as a core performance metric.
• Partner with Network leadership on practice-level access and scheduling to support attribution retention efforts.

Requirements

• 5-7+ years of experience in member engagement, population health, marketing, or growth, in a value-based care, Medicare Advantage, or managed care environment.
• Demonstrated experience owning a member engagement or activation function end to end — strategy, campaign execution, and vendor management.
• Experience managing outreach and engagement vendors and platforms at scale.
• Comfortable building a function and a team from the ground up in an ambiguous, fast-moving environment.
• Familiarity with value-based care performance dynamics, engagement's role in driving billable activity, total cost of care, and quality measure performance.
• Strong analytical fluency; comfortable using campaign and engagement performance data to make decisions.
• Experience navigating regulatory considerations in member outreach, including TCPA and consent requirements.
• Strong cross-functional leadership; work closely with Clinical, Network, Analytics, and Implementation without direct authority.
• Passionate about improving outcomes for cardiology patients and providers.

First 90 Days

• Audit Chamber's current engagement activity and document a clear baseline.
• Build and present Chamber's first unified member engagement strategy across all active payer contracts.
• Take ownership of day-to-day vendor and campaign management.
• Stand up the Member NPS program design and begin deployment planning.
• Deliver a first engagement performance review to Care Ops and executive leadership.