Personify Health

Change Communications Manager, TPA Client Migrations

Personify Health

full-time

Posted on:

Location Type: Remote

Location: Arizona • United States

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Salary

💰 $85,000 - $110,000 per year

About the role

  • Develop communication strategy: Create, own, and maintain comprehensive external client communication plans aligned to platform migration phases, milestones, and go-live timelines for new claims processing platform and digital experience.
  • Design multi-audience framework: Build communication framework that segments messaging by client type, engagement level, migration tier, and channel preference to ensure relevant, timely outreach.
  • Own change communications accountability: Serve as primary point of accountability for client-facing change communications throughout the migration program lifecycle.
  • Produce multi-format content: Draft, edit, and manage high volume of communications across formats including executive briefings, client newsletters, email announcements, FAQ documents, webinar scripts, portal notifications, and printed/digital collateral.
  • Create tailored messaging: Develop both broad 1-to-many communications for full client base and bespoke client-specific communications tailored to unique contractual, operational, or relationship considerations.
  • Translate technical complexity: Convert technically complex changes—platform migrations, data transitions, workflow updates—into clear, accessible language appropriate for client administrators, HR professionals, brokers, and members.
  • Maintain editorial standards: Ensure brand consistency and consistent voice across all client-facing materials throughout program lifecycle while managing creative process end-to-end.
  • Assess change impact: Lead external change impact assessments to understand how platform and digital experience changes affect clients, members, and brokers and what information each audience needs to prepare.
  • Identify readiness gaps: Recognize client readiness gaps, communication risk areas, and dependencies while escalating concerns to program governance forums in timely manner.
  • Monitor client sentiment: Track client feedback through regular touchpoints with account management and client success teams, incorporating insights into communication planning and messaging adjustments.
  • Collaborate cross-functionally: Partner with program execution teams, account managers, internal change management, product, and operations teams to ensure communication content is accurate, timely, and operationally validated.
  • Support high-touch clients: Work with account managers to deliver white-glove communication support for complex clients requiring custom communication strategies.
  • Measure communication effectiveness: Monitor and report on communication effectiveness using engagement metrics, delivery analytics, client feedback, and escalation trends.
  • Report to leadership: Provide regular updates on communication plan execution status, upcoming milestone communications, and client sentiment indicators.
  • Drive continuous improvement: Identify recurring patterns of client confusion or escalation attributable to communication gaps and propose and implement improvements.
  • Document best practices: Build organizational capability by documenting and sharing communication templates, frameworks, and best practices for future transformation programs.

Requirements

  • Bachelor's degree in Communications, Marketing, Journalism, English, or related field (relevant work experience may replace degree)
  • 5+ years experience in client communications, change communications, or related communications role
  • Experience in TPA, health plan, benefits administration, or managed care environment preferred
  • Demonstrated experience developing and executing communication strategies for technology migrations, platform transitions, or digital transformation programs
  • Proven track record producing communications across multiple formats and channels
  • Experience managing communications in client-facing B2B services environment with complex stakeholder expectations
  • Experience supporting claims system migrations, benefits platform transitions, or digital experience redesigns in TPA or health plan setting preferred
  • Certification or formal training in change management (Prosci/ADKAR) a plus
Benefits
  • Comprehensive medical and dental through our own health solutions (yes, we use what we build)
  • Unlimited PTO—rest and recharge time is non-negotiable
  • Mental health support, retirement planning, and financial protection
  • Professional development with clear career progression and learning budgets
  • Mission-driven culture where diverse perspectives drive real impact on people's health
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
communication strategy developmentcontent productionchange impact assessmentcommunication effectiveness measurementstakeholder managementtechnical translationeditorial standards maintenanceclient communication planningmulti-format content managementengagement metrics analysis
Soft Skills
collaborationaccountabilityadaptabilityproblem-solvingcreativityattention to detailclient relationship managementstrategic thinkingorganizational skillscontinuous improvement
Certifications
Bachelor's degree in CommunicationsBachelor's degree in MarketingBachelor's degree in JournalismBachelor's degree in Englishchange management certification (Prosci/ADKAR)