Director, Population Health Consumer Engagement

Role Overview

• Develop and execute an enterprise-wide member engagement strategy across DSNP, Medicaid, and Commercial populations.
• Transform traditional outreach models into personalized, data-driven engagement experiences.
• Design innovative approaches that improve member participation in care coordination, preventive care, quality programs, and population health initiatives.
• Establish a long-term roadmap for digital engagement, communication optimization, and member activation.
• Lead governance processes to ensure engagement efforts are coordinated across Population Health, Quality, and customer-facing teams.
• Create personalized outreach strategies that leverage behavioral insights, segmentation, and member preferences.
• Expand and optimize engagement channels including phone, SMS, email, digital platforms, mobile solutions, and emerging technologies.
• Identify opportunities to improve engagement among difficult-to-reach or underserved populations.
• Develop strategies that increase participation in clinical programs while improving satisfaction and member experience.
• Partner with analytics teams to build segmentation strategies and targeted outreach initiatives.
• Establish dashboards, KPIs, and success measures to evaluate program effectiveness.
• Utilize data to assess campaign performance, engagement rates, member activation, and clinical outcomes.
• Develop measurement frameworks that demonstrate ROI and support continuous optimization.
• Oversee centralized outreach and engagement operations.
• Evaluate program effectiveness and implement improvements to increase efficiency and outcomes.
• Ensure outreach activities comply with CMS, Medicaid, and regulatory requirements.
• Establish operational processes that support scalability, consistency, and accountability.
• Lead optimization of CRM platforms and member engagement technologies.
• Partner with IT and digital teams to improve engagement infrastructure and automation capabilities.
• Evaluate emerging technologies that can improve personalization and member interaction.
• Oversee communication orchestration tools and engagement platforms.
• Collaborate with Quality, Clinical Programs, Marketing, Product, Customer Experience, and Analytics teams to drive enterprise engagement initiatives.
• Ensure communication strategies are aligned across various member touchpoints.
• Influence stakeholders and gain alignment around engagement priorities and transformation initiatives.
• Evaluate and oversee external vendors supporting engagement programs.
• Establish performance metrics and accountability standards.
• Ensure vendor solutions align with member engagement objectives and organizational goals.
• Lead, mentor, and develop a high-performing team of managers, supervisors, and engagement professionals.
• Foster a culture focused on innovation, accountability, customer centricity, and continuous improvement.
• Build organizational capabilities that support rapid transformation and sustainable growth.

Requirements

• Bachelor's degree in Healthcare Administration, Business, Marketing, Communications, Public Health, Information Systems, or a related field required
• Master's degree preferred
• Minimum of 8–10 years of progressive leadership experience in customer engagement, population health, consumer experience, digital engagement, CRM strategy, marketing operations, or related fields
• Experience leading large, multi-functional teams
• Proven success developing and implementing customer or member engagement strategies at scale
• Experience leveraging analytics and data to drive engagement performance and business outcomes
• Demonstrated experience leading organizational transformation initiatives
• Healthcare experience is preferred but not required
• Experience in health tech, customer experience, digital engagement, consumer marketing, CRM strategy, or high-growth technology environments is highly valued.

Benefits

• Competitive salaries
• Full medical, dental and vision insurance
• Flexible spending accounts (FSAs)
• Free wellness programs
• Paid time off (PTO)
• Retirement plans, including matching employer contributions
• Continuing education and career development opportunities
• Life insurance and short/long term disability programs