Director, Member Engagement

Chamber

Director of Member Engagement to lead member engagement strategy and outreach for Chamber's attributed population. Collaborating with Clinical and Program Operations to enhance member satisfaction and retention.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own Chamber's member engagement strategy: which members to prioritize, by which channel, with which message, at what cadence, segmented by program and risk tier.
Define the engagement scope decision for each payer and set strategy deliberately.
Build the member journey in collaboration with Clinical and Program Operations: from first outreach through activation, care plan enrollment, and ongoing touch cadence, ensuring a coherent experience rather than disconnected campaigns.
Determine whether and when to bring on outsourced engagement vendors and own that vendor evaluation and selection process.
Own day-to-day execution of engagement campaigns: list management, send schedules, real-time issue resolution, and vendor coordination across outreach tools and platforms.
Build and continuously optimize campaign design: cohort targeting, message sequencing, channel mix, and A/B testing, using performance data to improve conversion over time.
Own the member communication calendar across all active contracts, ensuring members are not over-contacted or receiving conflicting messages across simultaneous programs.
Own DNC list management and TCPA compliance for all outreach: call cadences, consent frameworks, and compliance for AI-assisted outreach channels.
Own the operational relationship with engagement vendors, including performance management, contract compliance, and invoice reconciliation.
Build and manage the engagement team as volume scales.
Partner with the Performance & Analytics function to build engagement performance reporting: campaign conversion, outreach channel effectiveness, and member response rates by cohort and risk tier.
Design the member experience across every touchpoint: welcome communications, landing pages, and the overall first impression members have of Chamber.
Build and operationalize Chamber's Member NPS program, including survey design, deployment, cadence, and ongoing tracking.
Own ongoing NPS tracking and response: monitoring scores, identifying drivers, closing the loop with detractors, and reporting results to Humana.
Build and operationalize a Provider NPS / satisfaction survey program, another Humana contractual requirement not yet in place.
Design and build Chamber's attribution attrition prevention program, proactively identifying members at risk of losing network attribution due to lack of a recent visit with a network cardiologist, and re-engaging them before attribution is lost.
Own ongoing execution of attribution retention outreach once built, and track attribution retention as a core performance metric.
Partner with Network leadership on practice-level access and scheduling to support attribution retention efforts.

Requirements

What you’ll need

5-7+ years of experience in member engagement, population health, marketing, or growth, in a value-based care, Medicare Advantage, or managed care environment.
Demonstrated experience owning a member engagement or activation function end to end — strategy, campaign execution, and vendor management — not just one piece of it.
Experience managing outreach and engagement vendors and platforms at scale.
Comfortable building a function and a team from the ground up in an ambiguous, fast-moving environment.
Familiarity with value-based care performance dynamics, engagement's role in driving billable activity, total cost of care, and quality measure performance.
Strong analytical fluency; comfortable using campaign and engagement performance data to make decisions, even without a dedicated analyst on day one.
Experience navigating regulatory considerations in member outreach, including TCPA and consent requirements.
Strong cross-functional leadership; you will work closely with Clinical, Network, Analytics, and Implementation without direct authority over any of them.
Passionate about improving outcomes for cardiology patients and providers.

Benefits

Comp & perks

Remote opportunity with the ability to work ET or CT hours
You must be authorized to work in the US without sponsorship.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

member engagement strategycampaign executionvendor managementA/B testingdata analysisNPS program managementattribution retention outreachcohort targetingmessage sequencingcompliance management

Soft Skills

cross-functional leadershipanalytical fluencyteam buildingstrategic thinkingcommunicationproblem-solvingadaptabilitycollaborationdecision-makingpassion for patient outcomes