Member Experience Manager

About Capital Rx 

Capital Rx is a health technology company providing claim administration and technology solutions for carriers, health plans, TPAs, employer groups, and government entities. As a public benefit corporation, Capital Rx is executing its mission to materially reduce healthcare costs as a full-service PBM and through the deployment of Judi®, the company’s cloud-native enterprise health platform. Judi connects every aspect of the healthcare ecosystem in one efficient, scalable platform, servicing millions of members for Medicare, Medicaid, and commercial plans. Together with its clients, Capital Rx is reimagining the administration of benefits and rebuilding trust in healthcare.

The Member Experience Manager plays a pivotal role not only in delivering effective communication strategies for their assigned Line of Business, but also in leading and developing colleagues within the communication team. This position requires a proactive approach to mentoring team members, enabling them to excel in their roles through regular training and feedback. 

 Position Responsibilities: 

• Lead project management and delivery of print and digital member communications, including build, development, and QA testing. 

• Oversee approvals of member communications through the external print vendor platform, ensuring adherence to timelines and quality standards. 

• Cultivate and maintain relationships with print vendors, focusing on improving process efficiencies and serving as a liaison between teams to foster collaboration. 

• Track, analyze, and report on print requirements and fulfillment to identify areas for improvement and enhance operational efficiency. 

• Manage communication workflows and approval processes to ensure timely and accurate deliverables that meet member expectations. 

• Collaborate cross-functionally with multiple internal and external teams to provide oversight on project success and timely delivery of member communication deliverables. 

• Serve as a subject matter expert during new client implementations, ensuring seamless integration of communication strategies that align with client expectations. 

• Mentor and train communication team members on internal processes and best practices, ensuring consistency and effectiveness across the team’s deliverables. 

• Provide training and support to other departments as needed to ensure alignment with communication protocols and strategies for member engagement. 

• Ensure all communications comply with regulatory requirements and industry standards while amplifying the member experience. 

• Continuously evaluate and improve existing communication strategies to enhance clarity, effectiveness, and member engagement. 

• Manage ad-hoc communication requests efficiently, prioritizing based on organizational needs and member impact. 

• Support client management and business development efforts as required to enhance member experience and organizational growth. 

• Facilitate an environment of collaboration and innovation within the team, promoting engagement and professional development. 

• Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance. 

 Required Qualifications: 

• Bachelor’s degree or equivalent work experience required. 

• 3+ years of proven experience managing complex projects, driving high performance, meeting deadlines, and executing on deliverables. 

• Prior experience in Pharmacy Benefit Management (PBM) or health plan environments preferred. 

• Tremendous attention to detail and a commitment to delivering a high-quality work product. 

• Strong multitasking abilities in a fast-paced, deadline-driven environment and prioritize tasks appropriately. 

• Exceptional written and verbal communication, interpersonal, and presentation skills. 

• Strong writing and editing capabilities with the ability to translate complex information into clear, member-friendly language. 

• Highly organized and extremely flexible, with the ability to adapt swiftly to changing priorities. 

• Proficient in Microsoft Office, Microsoft Excel, Microsoft PowerPoint, Adobe, and Salesforce; familiarity with digital communication tools preferred. 

• Demonstrated ability to work effectively both remotely and in teams, meeting deadlines consistently. 

• Proven leadership skills with experience in coaching and developing team members to enhance their capabilities and performance. 

 

This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.