Clinical Comms CX Manager
Summary
The Clinical CX Campaign Manager supports the planning and execution of member-centered, multi-channel clinical campaigns that are clear, engaging, compliant with regulatory requirements and aligned to measurable outcomes. The position reports to the Director of CX and Member Communications.
Duties
- Serve as the operational lead for the clinical team’s communications campaign calendar, ensuring timely execution across all phases of the plan year.
- Partner with cross-functional teams, including Planning, Performance Marketing, and Clinical—to develop insight-driven creative, strategy, and asset briefs.
- Function as an internal subject matter expert to coach on member voice in clinical communications development, and the point-person on deployment, and optimization.
- Collaborate with internal teams and external agency partners to produce campaign assets and go-to-market materials, including timelines and activation calendars.
- Lead cross-functional planning meetings and manage workstreams to ensure timely, on-budget, and compliant delivery of initiatives.
- Recommend audience segmentation, micro-targeting, and multi-channel campaign strategies to increase engagement and drive behavior change.
- In collaboration with the clinical team, consult on design and lead implement internal and external communication strategies that promote clinical programs, enhance member engagement, and ensure regulatory compliance (e.g., HIPAA, CMS).
- Ensure alignment of clinical campaign initiatives with broader CX strategy, brand guidelines and organizational goals.
- Track and report on campaign performance from member engagement to desired clinical results, using data to inform continuous improvement and maximize ROI.
- Perform other duties as assigned within the CX function.
Education Requirements
Bachelor’s degree in healthcare administration, marketing, communications or related field.
Experience Requirements
- 4+ years of experience in healthcare, communications preferable within a health plan or payor organization.
- Strong understanding of consumer behavior and direct response in healthcare industry.
- Experience managing multiple simultaneous campaigns in the healthcare space.
- Demonstrated ability to manage complex cross functional initiatives in fast paced regulated environment.
- Detail-orientated and results driven, with strong organizational or project management skills.
- Excellent written, verbal, and visual communication skills: able to influence across stakeholders and levels.
- Experience using data and insights to drive campaign strategy, optimization, and measurable outcomes.
Preferred Qualifications
Master’s degree
GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
