Marketing Coordinator-Member Retention (Grade 15)

This position assists with the retention and satisfaction communications with current Network Health members following the members' first months in the plan through the renewal process, including disenrolled members. The coordinator will perform preliminary analysis work on disenrollment and re- enrollment trends, understand the drivers of member satisfaction, and coordinate direct outreach initiatives as well as other retention and satisfaction activities. Additionally, supports the educating of current and recently disenrolled members on re-enrollment/renewal processes to remain with Network Health. Responsible for implementing and tracking retention campaigns and for monitoring and ensuring quality of member contact information. Collaborates with internal and external stakeholders to significantly increase retention and re-enrollment rates. Requirements

Help determine strategy and shape communication for re-enrollment of Network Health members based on an understanding of Network Health member attitudes as well as eligibility rules and dynamics.Monitor all steps of member re-enrollment process.Conducts preliminary analyzes on trends in disenrollment and re- enrollment. Develops recommended interventions to better understand causes of and prevent disenrollment / encourage re-enrollment.Has a strong working knowledge of member satisfaction drivers developed through coordination of member surveys, internal and external call monitoring and other feedback methods.Project manages small to mid-size membership retention and satisfaction campaigns, coordinating outbound (phone and/or mail) renewal efforts and other satisfaction-oriented direct mail, and other activities to be identified.Takes a leadership role on member communication projects such as: ID cards, targeted members mailings and phone campaigns, and other outreach efforts as identified.Tracks and monitors effectiveness of all campaigns and other member communications. Determines initial findings for return on investment of member retention activities.Understand characteristics of existing Network Health population and communicate those as needed throughout the organization.Conduct direct member phone and mail communication in response to need for member education on key retention, disenrollment and re-enrollment issues. Additional duties

Assist with data analysis of overall membership trends.Work with member marketing specialist, overseeing member retention activities.Give suggestions to member acquisition, provider marketing, and network management teams on areas of opportunity based on disenrollment data.Performs other duties as required. Qualifications

Bachelor's Degree required or 3 to 5 years equivalent work experience. 2- 3 years of experience working in a marketing, public relations, or communications field.2 to 3 years of experience developing project plans, coordinating data and content, setting up and monitoring campaigns, and troubleshooting processes. Good analytical skills required. Knowledge of and experience with market research, marketing project planning, and campaign evaluation desirable. Strong interpersonal and communication skills, including oral and written, and a commitment to excellence in customer service. Ability to work independently. How to apply

Send your resume with a cover letter to careers@network-health.org . Please include the above Job Code in the subject line of your email. Or, mail them to:

Network Health
Attn: Human Resources
101 Station Landing
Fourth Floor
Medford, MA 02155