New

Member Communications Manager

Mass General Brigham Health Plan
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Mar 17, 2026
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. 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. 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 Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.