At Mount Carmel, we work to continuously inspire one another. Here, all are welcome. It is this culture of humility and compassion that sets Mount Carmel apart. We see the big picture and do the right thing. That means a dedication to the well-being our both our colleagues and the patients they serve.
MediGold is a not-for-profit Medicare Advantage insurance plan serving seniors and other Medicare beneficiaries in Ohio. We're dedicated to providing excellent customer service, cost-effective care, and exceptional healthcare coverage. We rely on talented colleagues in a wide variety of professional roles including information technology, financial analysis, audit, provider relations and more.
Job Description Details:
The Director of Marketing Communications and Retention is responsible for strategic direction, oversight and implementation of marketing and communication strategies, consumer relationship management initiatives, brand loyalty and membership retention to support MediGold business goals. This position is also responsible for leading efforts to ensure a 5-Star (maximum) ratings from CMS for Customer Service and call center performance effectiveness. The Senior Director directs all consumer surveys, product advertising, public relations, community relations and brand positioning as engaged by the Chief Marketing Officer. Additionally s/he will closely work with Marketing and Member Relations colleagues,
including call center management and staff to set direction.
Establishes and meets aggressive service performance, retention and marketing lead metrics and goals.
Effectively directs all member relations, call center and marketing and communications colleagues, vendors and business partners.
Establishes, manages and meets member services and marketing budgets within set parameters.
Adheres to all Centers for Medicare and Medicaid Services regulations.
Directs brand positioning, marketing, membership retention and service goals by establishing, directing and implementing tactical plans.
Establishes, directs and implements all regulated current and prospective member communications, including letters directed to members by other departments.
Leads brand management.
Directs call center initiatives and is responsible for call center performance ratings and member satisfaction surveys.
Collaborates with internal customers to achieve desired goals associated with communications, service and retention.
Directs activities related to reporting of service trends, membership retention forecasts, membership demographics, and other data influencing the member-experience or overlying business goals.
Responds timely to senior staff requests for updates to marketing, communications and service experience related to the brand (or competing brands).
Develops and maintains project management mechanisms to best scope, organize and track the progress of strategic marketing and communications initiatives toward goal within deadlines.
Exemplifies Mount Carmel Health System values and brand standards demonstrating exceptional customer service insights and use of Guiding Behaviors (both internally and externally) while working to accomplish goals.
Maintains professional affiliations and a presence within the market in support of the community, Mount Carmel Health System, MediGold and personal development needs.
All other duties as assigned.
Education: Bachelor's degree required. Master's degree preferred in business administration, health care administration or social sciences.
Experience: Seven to ten years' experience required in either marketing, communications or customer service disciplines.
Proven ability to develop qualified marketing leads at or above expected levels.
High-level analytical and strategic thinking required.
Ability to develop and manage complex and federally regulated comprehensive marketing
communications in a cyclical and fast-paced environment.
Proven ability to improve processes communications and service strategies.
Demonstrated ability to increase market share through effective advertising efforts.
Proven ability to identify, interpret and lead service strategies and communications
strategies that result in improved measures.
Proven ability to work effectively with multi-disciplinary internal and external teams.
Excellent written and oral communications and professional group presentation skills.
Proficient use Microsoft Office applications.
Discovering opportunities, support and excellence â“ all while making a real difference in patients' lives â“ begins at Mount Carmel. Find a new beginning and advance your career with us.
Mount Carmel and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, sexual orientation or physical ability.
Trinity Health's Commitment to Diversity and Inclusion
Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.