Customer Communications Manager

Availity Jacksonville , FL 32277

Posted 2 days ago

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

The primary role of the Customer Communications Manager is to inform new and existing portal and gateway users about the capabilities of our products.

The Customer Communications Manager owns primary responsibility for conveying information to provider offices about portal migrations and implementations, available products they underuse or never use, new functionality, free product training and healthcare education available for purchase. He or she owns secondary responsibility for communicating business issues that enhance existing customer retention and satisfaction.

In addition, the Customer Communications Manager will serve as editor for non-technical training department communications.

A moderate degree of business acumen and inquisitiveness is required: this is a business communications position with an expectation that the successful candidate will possess or acquire (within the first 3 months) a solid understanding of Availity's business operations and markets.

KEY RESPONSIBILITIES

Primary responsibilities

  • Serve as communications liaison for health plan and internal Availity stakeholders.

  • Work with alliance/account management to ensure everyone is in agreement with the communications approach/plan.

  • Lead communications-related project meetings and proactively identify and address communications/project gaps.

  • Consult with health plans on best practices around communications and marketing specific to the individual plan's markets.

  • Set onboarding/migration goals and establish metrics to measure progress.

  • Manage and execute on communications plans, schedules, roadmap, cadence, etc.

  • Review co-branded communication and marketing materials developed by health plan to ensure compliance with Availity brand standards.

  • Establish framework for ongoing provider engagement/adoption and support coordinate with other marketing members to align with current provider engagement strategies.

  • Consult with key stakeholders to analyze, develop, and execute on communication needs.

  • Align with training strategies to communicate appropriate training and education solutions to portal and gateway customers.

  • Manage inventory for consumable assets (market offer sheets, user guides, marketing collateral).

  • Draft communications for specific health plan needs beyond what's in the communication plan.

  • Work with marketing operations to manage communications volume and cadence.

  • Manage contractors for outreach as necessary.

  • Identify public relations opportunities that may arise while working with the health plans.

While having the right skill set may get you the job, fitting in with our culture will ensure your success. Our newest team member should be thoughtful and kind and enjoy the company of others. Having a good sense of humor is a big plus.

  • Other duties as assigned.

  • Infrequent domestic travel, 0-5%.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

EDUCATION AND EXPERIENCE

  • Bachelor's degree or higher educational certification in Journalism, Communications, Marketing, Information Technology or a related discipline.
  • 5+ years marketing communications, journalism or advertising background.

SKILLS AND KNOWLEDGE

  • Superior writing and editing skills; ability to communicate information visually; comfort and presence in speaking with executive-level employees; diplomacy. Writing samples will be required of candidates.

  • Demonstrated aptitude for creating straightforward messages about technically complex topics.

  • Proficiency in Microsoft Word, PowerPoint and Outlook.

  • Strong organizational and project management skills with track record of delivering on multiple, concurrent commitments with minimal supervision.

  • Proven ability to work with senior leaders--exercising sound judgment, interpersonal and political sensitivity, and business acumen.

  • Ability to work collaboratively in a rapidly changing and multi-tasking environment with numerous deadlines. Change flexibility and adaptability are "must-have" traits.

  • Ability to influence and coordinate the work of others in pursuit of common goals.

  • Detail-oriented, timely and service-oriented demeanor.

  • Relevant industry experience is a plus: health care, health insurance or information technology.

  • Working knowledge of a wide array of communication media, including: print, Web, multi-media, social media, etc.

  • Proven ability to conceptualize, develop and implement compelling communication plans and deliverables.

CUSTOMER SCOPE

  • This is a high performance team: successful candidate must be a team player, people pleaser and have inner drive/ ambition for getting things done.

  • This is also a fun team and one that lives our corporate values of Open and Inclusive Dialog, Customer-Inspired Innovation, Commitment to the Best Results for the Customer, and Building Trusted Relationships.

  • Must thrive amidst multiple competing priorities and deadlines

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family & Medical Leave Act Equal Employment Law Poster Pay Transparency Employee Polygraph Protection Act IER Right to Work Poster Employee Rights Under Federal Labor Laws


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Customer Communications Manager

Availity