Member Communications Manager
Mass General Brigham, Somerville, MA, United States
Site: Mass General Brigham Health Plan Holding Company, Inc.
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.
Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a welcoming and supportive environment that embraces their unique and varied backgrounds, experiences, and skills.
We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.
Job Summary The Member Communications Manager plays a key role in advancing Mass General Brigham Health Plan’s mission to deliver an exceptional member experience through clear, compliant, and coordinated communications. Responsible for managing the governance of member communications across all lines of business—Commercial, Medicare, Medicaid, and DSNP—while ensuring alignment with regulatory requirements, brand standards, and strategic priorities. This position creates and manages the member marketing communications governance process to optimize engagement, retention, and satisfaction, and to help positively influence STARS, CAHPS, and NPS results. The role blends strategic oversight, operational excellence, and marketing communications expertise to enhance how members experience Mass General Brigham Health Plan’s communications ecosystem.
Essential Functions
Lead the member communications governance process, coordinating cross-functional collaboration with compliance, operations, clinical, pharmacy, and customer service teams.
Serve as the primary liaison supporting the SVP of Commercial and Medicare Markets in governance-related activities.
Maintain a centralized repository of all member communications for accuracy, compliance, and accessibility.
Ensure member communications meet regulatory, accessibility, and health literacy standards.
Collaborate with vendors to ensure proper branding, logo, tagline, and ID use.
Analyze communication effectiveness, engagement, and satisfaction metrics to inform future improvements.
Leverage insights from the customer experience team as part of the governance process to enhance communications and reduce abrasion.
Partner with compliance and quality to ensure materials adhere to CMS, EOHHS, NCQA, and 508 requirements.
Support cross-functional communication initiatives and committees focused on optimizing member experience.
Collaborate with other marketing teams and external partners to ensure coordinated and compliant communications.
Qualifications Education
Bachelor's Degree required and Master's Degree preferred; experience can be considered in lieu of a degree
Experience
At least 3-5 years of marketing experience required
At least 3-5 years of healthcare experience required
At least 3-5 years of experience leading cross-functional initiatives and building relationships with staff at all levels of the organization required
Knowledge, Skills, and Abilities
Understanding of CMS and EOHHS communication requirements and strong collaboration with the owner of the centralized HPMS submission process.
Demonstrated success leading governance processes or cross-functional communication initiatives.
Experience writing and managing multi-channel communications within a regulated industry.
Familiarity with SharePoint, Salesforce, and CMS submission tools preferred.
Exceptional writing and editing skills with attention to plain language and accessibility.
Strong organizational and project management skills; able to manage multiple priorities.
Data-driven mindset and ability to interpret engagement and satisfaction metrics.
Collaborative communicator with the ability to influence across departments.
Strong knowledge of health literacy, cultural competency, and member-centered communication practices and processes.
Additional Job Details
Working Conditions: This is a remote role that can be done from most US states but will require attendance at the office in Assembly Row, Somerville, at least quarterly.
Remote Type: Remote
Work Location: 399 Revolution Drive
Scheduled Weekly Hours: 40
Employee Type: Regular
Work Shift: Day (United States of America)
Pay Range: $79,560.00 - $115,720.80/Annual
Grade: 7
EEO Statement 8925 Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
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Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.
Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a welcoming and supportive environment that embraces their unique and varied backgrounds, experiences, and skills.
We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.
Job Summary The Member Communications Manager plays a key role in advancing Mass General Brigham Health Plan’s mission to deliver an exceptional member experience through clear, compliant, and coordinated communications. Responsible for managing the governance of member communications across all lines of business—Commercial, Medicare, Medicaid, and DSNP—while ensuring alignment with regulatory requirements, brand standards, and strategic priorities. This position creates and manages the member marketing communications governance process to optimize engagement, retention, and satisfaction, and to help positively influence STARS, CAHPS, and NPS results. The role blends strategic oversight, operational excellence, and marketing communications expertise to enhance how members experience Mass General Brigham Health Plan’s communications ecosystem.
Essential Functions
Lead the member communications governance process, coordinating cross-functional collaboration with compliance, operations, clinical, pharmacy, and customer service teams.
Serve as the primary liaison supporting the SVP of Commercial and Medicare Markets in governance-related activities.
Maintain a centralized repository of all member communications for accuracy, compliance, and accessibility.
Ensure member communications meet regulatory, accessibility, and health literacy standards.
Collaborate with vendors to ensure proper branding, logo, tagline, and ID use.
Analyze communication effectiveness, engagement, and satisfaction metrics to inform future improvements.
Leverage insights from the customer experience team as part of the governance process to enhance communications and reduce abrasion.
Partner with compliance and quality to ensure materials adhere to CMS, EOHHS, NCQA, and 508 requirements.
Support cross-functional communication initiatives and committees focused on optimizing member experience.
Collaborate with other marketing teams and external partners to ensure coordinated and compliant communications.
Qualifications Education
Bachelor's Degree required and Master's Degree preferred; experience can be considered in lieu of a degree
Experience
At least 3-5 years of marketing experience required
At least 3-5 years of healthcare experience required
At least 3-5 years of experience leading cross-functional initiatives and building relationships with staff at all levels of the organization required
Knowledge, Skills, and Abilities
Understanding of CMS and EOHHS communication requirements and strong collaboration with the owner of the centralized HPMS submission process.
Demonstrated success leading governance processes or cross-functional communication initiatives.
Experience writing and managing multi-channel communications within a regulated industry.
Familiarity with SharePoint, Salesforce, and CMS submission tools preferred.
Exceptional writing and editing skills with attention to plain language and accessibility.
Strong organizational and project management skills; able to manage multiple priorities.
Data-driven mindset and ability to interpret engagement and satisfaction metrics.
Collaborative communicator with the ability to influence across departments.
Strong knowledge of health literacy, cultural competency, and member-centered communication practices and processes.
Additional Job Details
Working Conditions: This is a remote role that can be done from most US states but will require attendance at the office in Assembly Row, Somerville, at least quarterly.
Remote Type: Remote
Work Location: 399 Revolution Drive
Scheduled Weekly Hours: 40
Employee Type: Regular
Work Shift: Day (United States of America)
Pay Range: $79,560.00 - $115,720.80/Annual
Grade: 7
EEO Statement 8925 Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
#J-18808-Ljbffr