SmithRx - Senior Manager, Member Communications
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Requirements
• Experience automating manual processes and migrating programs to new platforms. • Experience with B2C or B2B2C multi-channel communications platforms & print vendors • You are highly technical and enjoy rolling up your sleeves and getting into the weeds. • Deep fluency in HIPAA, SOC2, and ERISA compliance frameworks a plus. • HIPAA, SOC2, and ERISA • Exceptional project management skills • Experience implementing a "human-in-the-loop" QA process for physical mailings at a scale of 100k+ monthly units. • The "Modern PBM" DNA: A desire to disrupt legacy insurance jargon with clear, compassionate, and transparent language. • What SmithRx Offers You: • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance • Flexible Spending Benefits • 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • Paid Company Holidays • Wellness Benefits • Commuter Benefits • Paid Parental Leave benefits • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations • Professional development and training opportunities
Responsibilities
• Centralized Strategy: Define the overarching strategy for member-facing communications across Print (US Mail), Email, SMS, and App Push. • Centralized Strategy: • Change Management: Lead the transition of communication ownership from several individual teams such as Plan Operations, Clinical, and Product into a single, cohesive Marketing-led function. • Change Management: • Vendor Management: Co-own (with Business Systems) the relationships and SLAs with internal teams as well as external high-volume print houses and digital communication platforms. • Vendor Management: • Automation: Work closely with our Business Systems, Marketing Ops and Data Engineering teams to implement a notification platform and automate the process of getting data into that system in order to generate the correct type of notification at the right time to the right people. • Automation: • Learn & understand the current member communication processes and create requirements for the notification platform and automation of those programs. • Prioritize the programs to automate first and establish the order in which to migrate them, identifying what can be automated and how quickly. • Run a cross-functional "Member Communications Steering Committee" involving Marketing, Legal, Clinical, Plan Ops, and Account Management stakeholders to align on messaging priorities. • Design and implement a unified "Communications Calendar" that prevents member fatigue and ensures critical health notifications aren't buried by marketing content. • Build and lead a Member Communications Shared Services team to own, execute, and QA centralized member communications. • Lead the response strategy for large-scale regulatory shifts (e.g., changes in formulary notification requirements or state-specific PBM transparency laws). • Define KPIs for the team, moving beyond "open rates" to include "member sentiment," "compliance accuracy” etc. • 8-10+ years of experience in communication operations within a highly regulated industry (PBM, Health, or Finance/Fintech).
Benefits
• 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • Paid Company Holidays • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations • Professional development and training opportunities
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