Key Account Communications Consultant

Boise, Idaho

Primary Job Purpose

As a key member of the account team serving one of our largest groups, the Key Account Communications Consultant is responsible for the oversight of all aspects of member communications including online content management and plan documentation for the account. This is a market facing role, working in partnership with the Strategic Relationship Director and Strategic Account Manager to develop and deepen trusting relationships between the client and Regence, and is a key contributor to overall success serving this customer.

Works collaboratively with external and internal colleagues across the enterprise, to write, edit, and coordinate design and production of printed, online content and web experiences for health plan members. All aspects of managing these processes are done in coordination with, and typically require approval by, the group, and must comply with legal, regulatory, compliance and brand standards in which this role plans, schedules and manages the review and approval process.

General Functions and Outcomes

• Manage all end-to-end communications activities, from initiation to close out, and from print to online communications including but not limited to annual updates to 10 Certificates of Coverage (COC), annual open enrollment materials, annual Welcome Packet materials, annual benefit fair materials, webinar slide decks, annual Summaries of Benefits and Coverage, required regulatory and compliance notices, custom public web sites, custom authenticated web sites, and any ad hoc communications as necessary.

• Leads all activities pertaining to member communications in partnership with the customer.

• Facilitates communications development, including writing, editing and coordinating customer reviews/approvals for all member communications. Ensures consistency of content across channels and is align to the customer’s communication goals and objectives.

• Balances the needs of the customer with Regence communication strategies; seek opportunities to improve the quality of the communications developed, and efficiently manage the end-to-end process, from development to production.

• Facilitates interactions between customer team members and Regence internal departments such as Digital, DTS, Operations, Health Care Services, Strategic Communications, and others. Represent voice of the customer to internal colleagues

• Partner with internal and external stakeholders to ensure member communications are effectively governed on an end-to-end basis including such things as strategic roadmap development and management, process documentation, communications activities, issue remediation and status reporting

• Develops, plans, and manages schedule of communications as well as for any ad hoc communications. Manages production timelines with client and ensure appropriate client and Cambia staff understand and meet expectations.

• Establishes and executes annual process for development and production of Certificates of Coverage; facilitates edits, finalization and production of Welcome Packets and Open Enrollment materials in coordination with internal partners and print vendors

• Coordinates data sourcing for member communication, including targeting members based on specific data (e.g. plan type, geographic location).

• Manages writing, review and content updates to customer's custom public websites, including implementation, configuration, testing, and maintenance. Uploads assets, builds pages and manages other changes in Content Management System (CMS); participates in page quality reviews.

• Develops end-to-end work plan, scope, and estimates work time and timeline across internal and external stakeholders for annual releases to the websites.

• Plans and coordinates required changes to authenticated website in partnership with digital teams. Ensure online content complies with corporate brand standards, web style guide, legal and compliance.

Minimum Requirements

• Proven ability to develop and maintain account relationships, both directly with the customer, and on the customer’s behalf with internal stakeholders including the ability to understand and respond professionally and appropriately to the attitudes, concerns and needs of others and the ability to interpret and communicate information with tact, diplomacy, patience and professionalism.

• Ability to anticipate customer needs, identify problems, mediate issues, develop solutions and implement a course of action. Resolves conflict constructively.

• Strong communications and facilitation skills, both customer facing and internally; the ability to achieve goals through influence and advocacy; resolve issues and build consensus among groups of diverse stakeholders to achieve the goals.

• Ability to effectively lead projects from initiation to closeout, including plan, schedule, scope, requirement definitions, testing, and deployment, using project management methodologies and practices

• Ability to work in high-pressure circumstances on multidisciplinary, unconnected tasks and produce detailed work during periods of high-volume demands.

• Demonstrated competency working cross functionally and coordinating activities with all levels of staff both internal and external including third party vendors

• Knowledge of health care benefits including benefit design and ability to translate them into language the average health care consumer can understand

• Strong team player with excellent verbal, written and interpersonal communication and customer service skills, willing to share expertise, train and mentor others as needed

• Demonstrated attention to detail and experience organizing, planning, prioritizing, coordinating and completing multiple complex projects and assignments with little or no supervision and with varied or simultaneous time constraints and shifting priorities.

• Skilled in the use of personal computer software, including Microsoft Word, Adobe, Excel, Visio, and PowerPoint

• Familiarity with marketing capabilities, user experience, information architecture, web writing, and web user interface. Experience in web content development and delivery, ability to work in Content Management System, including basic ability to perform configuration.

• Basic understanding of software development process, particularly as it relates to mobile- and web-based applications and building an end-to-end work plan. Working knowledge of risk management, continuous improvement, and defect resolution. Experience gathering and writing requirements, communicating requirements to development teams and accepting work for release.

Normally to be proficient in the competencies listed above:

The Key Account Communications Consultant would have a degree in business, communications, marketing or a related field and 6 years of account or project management experience, plus an additional 2 years of experience in employee benefits, or equivalent combination of education and experience. Experience with Cambia’s business processes, products and systems and an understanding of how they interrelate in a matrix organization is preferred.

Work Environment

Work primarily performed in office environment.
Travel may be required locally or out of state.
May be required to work outside of normal hours.

The expected hiring range for a Key Account Communications Consultant is $97,000 - $132,500 depending on skills, experience, education, and training; relevant licensure / certifications; performance history; and work location. The bonus target for this position is 15%. The current full salary range for this role is $91,500 - 149,000.

Base pay is just part of the compensation package at Cambia that is supplemented with an exceptional 401(k) match, bonus opportunity and other benefits. In keeping with our Cause and vision, we offer comprehensive well-being programs and benefits, which we periodically update to stay current. Some highlights:

• medical, dental, and vision coverage for employees and their eligible family members

• annual employer contribution to a health savings account ($1,200 or $2,500 depending on medical coverage, prorated based on hire date)

• paid time off varying by role and tenure in addition to 10 company holidays

• up to a 6% company match on employee 401k contributions, with a potential discretionary contribution based on company performance (no vesting period)

• up to 12 weeks of paid parental time off (eligible day one of employment if within first 12 months following birth or adoption)

• one-time furniture and equipment allowance for employees working from home

• up to $225 in Amazon gift cards for participating in various well-being activities. for a complete list see our External Total Rewards page.

We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A background check is required.

If you need accommodation for any part of the application process because of a medical condition or disability, please email CambiaCareers@cambiahealth.com . Information about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy . As a health care company, we are committed to the health of our communities and employees during the COVID-19 pandemic. Please review the policy on our Careers site.