chambercardio - Director, Member Engagement

• 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, another Humana contractual requirement not yet in place. • 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. • What You'll Achieve in Your First 90 Days • Audit Chamber's current engagement activity: what's working, what's fragmented, where ownership gaps exist, and document a clear baseline. • Build and present Chamber's first unified member engagement strategy across all active payer contracts, including prioritization logic, channel strategy, and cadence. • Take ownership of day-to-day vendor and campaign management, stabilizing and improving on what currently exists. • Stand up the Member NPS program design and begin deployment planning. • Deliver a first engagement performance review to Care Ops and executive leadership, covering campaign performance, conversion trends, and the highest-priority opportunities for the next quarter. • 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 — not just one piece of it. • 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, even without a dedicated analyst on day one. • Experience navigating regulatory considerations in member outreach, including TCPA and consent requirements. • Strong cross-functional leadership; you will work closely with Clinical, Network, Analytics, and Implementation without direct authority over any of them. • Passionate about improving outcomes for cardiology patients and providers. • Our values guide how we lead, collaborate, and care: • Low Ego: We stay grounded, curious, and open to feedback. • Empathy: We build trust through compassion and thoughtful communication. • Courage: We take action, think critically, and challenge ideas respectfully. • Ownership: We follow through with integrity and hold ourselves to high standards. • Grit: We push through ambiguity, move with urgency, and solve problems with horsepower and heart. • Remote opportunity with the ability to work ET or CT hours. You must be authorized to work in the US without sponsorship.