Sr Community Relations Representative / 13-4227

Position Description:

In this highly visible field position, the senior community relations representative acts as the primary liaison between Network Health and its community partners. The community relations representative is primarily responsible for cultivating and maintaining relationships with community partners, including financial counseling offices in various provider organizations (both health centers and hospitals) and community organizations in key membership and politically-sensitive areas. In addition to being responsible for the relationship, the representative must determine which organizations to target in their geographic territory and must prioritize various opportunities. The efforts of the senior community relations representative help to build awareness for Network Health and increase membership in coordination with the strategic initiatives of the organization. The representative is responsible for identifying community partners to target for membership leads and growth and must manage all prospective member leads through acquisition, including assistance with MassHealth, Commonwealth Care, OneCare, and Medical Security Program applications. In addition the representative will support the member experience through welcome, engagement, redetermination, and re-enrollment phases of membership.
ESSENTIAL FUNCTIONS:

Independently function as spokesperson for Network Health, representing Network Health in the best possible fashion at meetings, presentations, and events through professional behavior, personal appearance, outstanding development and delivery of presentations, Network Health and industry expertise, and advance preparation. Establish weekly, monthly, and quarterly in-field community organization outreach plans to build awareness, build and strengthen community relationships, identify new community strategies, and generate membership growth while meeting or exceeding benchmarks. Includes outreach efforts to build relationships with various community groups, such as health centers, advocacy groups, coalitions, and other strategic market segments, to help generate awareness, support new members, retain existing members, and help support and coordinate components of health promotion and other organizational initiatives. Understand Network Health’s current market priorities to build appropriate relationships. Leverage existing contacts and current partnerships in assigned region.Create and maintain detailed activity and contacts using customer relationship management (CRM) database in accordance with established practices. Produce timely and accurate reports. Suggest improvements and potential for increased efficiency. Manage and evaluate effectiveness of different relationships, activities, campaigns, and channels and reprioritize as necessary to maximize membership growth.Gather, analyze, and present data necessary to assist in the viability evaluation of marketing and outreach programs for the company. Assist in developing and implementing existing and new programs to improve awareness, member growth, retention, and satisfaction.Demonstrate comprehensive understanding of member lifecycle, from prospecting (lead generation to lead closure) through membership stages (welcome, engagement, redetermination, and re-enrollment). Conduct direct prospective and current member follow-up communications (phone, mail, e-mail, and/or in person) to help educate prospective and current members about the enrollment and renewal processes, and to assist with application and renewal forms associated with those processes. Ensure timely response to membership-related inquiries from prospective and current members. Log all contact with prospective and current members into database.Identify opportunities to participate in events around the state, and help staff these or other events as needed during the busy event season. Distribute Network Health collateral (brochures, posters, etc.) in the field.Collaborate with customer service, other internal departments, and external call vendors to support high-quality service to prospective members and improve member satisfaction in line with the strategic objectives

OTHER JOB FUNCTIONS:

Exercise outstanding judgment and possess an innate ability to navigate politically-sensitive situationsProvide outstanding customer service, with an aptitude for conflict resolution Must be able to work independently and with minimal direction while openly communicating back to management and escalating issues as appropriateIndependently build and manage weekly schedule to achieve activity benchmarksTravel daily to regions throughout Massachusetts with own vehicle, including evenings and weekendsMaintain good working knowledge of state contracts that govern marketing and outreach initiativesAdhere to Network Health’s standards and consistency in style and tone, and maintain the highest possible quality standards on a consistent basisProactively share competitive information and intelligence with the marketing department and the organization as a wholePerform other duties as assigned

Qualifications:

Education:

Bachelor’s degree or 5 years of equivalent experience

Skills/Experience:

3 to 5 years experience working in a marketing, sales, account management, or communication field. Must be fluent in English and Spanish or Portuguese and have an in-depth awareness of multicultural and diverse populations.Must have proficient sales skills, including the ability to make sales calls, arrange and facilitate meetings, and conduct presentations. Must possess excellent verbal and written communication skills, with the ability to interact with and write to numerous internal and external audiences. Must be proficient with CRM tools, ideally Salesforce.com, and able to build reports, analyze data, and adapt to shifting marketplace and organizational needs.

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