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Senior Manager, Member Communications

Remote

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

  • Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
  • Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
  • Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

The Senior Manager, Member Communications is the owner and architect of SmithRx’s unified communications with members. As we move from fragmented, team-based messaging to a centralized model, you will own the end-to-end lifecycle of every touchpoint a member has with our brand—from the first "Welcome" email to mandated physical letters.

This is a high-stakes manager role that sits at the intersection of Marketing, Clinical/Plan Operations, Customer Success, and Regulatory Compliance. You will be responsible for ensuring that SmithRx not only meets its legal obligations but does so in a way that feels modern, transparent, and member-centric. You will lead a team of communications specialists to transform "regulatory requirements" into "best-in-class member experiences."

Responsibilities:

  • Centralized Strategy: Define the overarching strategy for member-facing communications across Print (US Mail), Email, SMS, and App Push.
  • Change Management: Lead the transition of communication ownership from several individual teams such as Plan Operations, Clinical, and Product into a single, cohesive Marketing-led function.
  • Vendor Management: Co-own (with Business Systems) the relationships and SLAs with internal teams as well as external high-volume print houses and digital communication platforms.
  • Automation: Work closely with our Business Systems, Marketing Ops and Data Engineering teams to implement a notification platform and automate the process of getting data into that system in order to generate the correct type of notification at the right time to the right people.

What you will do:

  • Learn & understand the current member communication processes and create requirements for the notification platform and automation of those programs.
  • Prioritize the programs to automate first and establish the order in which to migrate them, identifying what can be automated and how quickly.
  • Run a cross-functional "Member Communications Steering Committee" involving Marketing, Legal, Clinical, Plan Ops, and Account Management stakeholders to align on messaging priorities.
  • Design and implement a unified "Communications Calendar" that prevents member fatigue and ensures critical health notifications aren't buried by marketing content.
  • Build and lead a Member Communications Shared Services team to own, execute, and QA centralized member communications.
  • Lead the response strategy for large-scale regulatory shifts (e.g., changes in formulary notification requirements or state-specific PBM transparency laws).
  • Define KPIs for the team, moving beyond "open rates" to include "member sentiment," "compliance accuracy” etc.

What you will bring to SmithRx:

  • 8-10+ years of experience in communication operations within a highly regulated industry (PBM, Health, or Finance/Fintech).
  • Experience automating manual processes and migrating programs to new platforms.
  • Experience with B2C or B2B2C multi-channel communications platforms & print vendors
  • You are highly technical and enjoy rolling up your sleeves and getting into the weeds.
  • Deep fluency in HIPAA, SOC2, and ERISA compliance frameworks a plus.
  • Exceptional project management skills
  • Experience implementing a "human-in-the-loop" QA process for physical mailings at a scale of 100k+ monthly units.
  • The "Modern PBM" DNA: A desire to disrupt legacy insurance jargon with clear, compassionate, and transparent language.

What SmithRx Offers You: 

  • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
  • Flexible Spending Benefits 
  • 401(k) Retirement Savings Program 
  • Short-term and long-term disability
  • Discretionary Paid Time Off 
  • Paid Company Holidays
  • Wellness Benefits
  • Commuter Benefits 
  • Paid Parental Leave benefits
  • Employee Assistance Program (EAP)
  • Well-stocked kitchen in office locations
  • Professional development and training opportunities

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