Community Relations Specialist (Grade 14) Job in Medford 02155, Massachusetts Us

POSITION SUMMARY

Establishes and builds relationships with individuals and community and health organizations across Massachusetts to build awareness for Network Health and support member lifecycle initiatives in coordination with the strategic initiatives of the organization. Handles prospective and member inquiries, from lead generation and acquisition through welcome, engagement, redetermination, and re-enrollment phases of membership. Responsible for assisting prospective members with MassHealth and Commonwealth Care applications, helping convert prospective members into members, and providing assistance to new and current members during all phases of the member lifecycle. The community relations specialist’s position is highly visible and will focus specifically on external activities at the regional, community, and individual level.

ESSENTIAL FUNCTIONS:

 

1.      Independently conduct direct outreach to build relationships with various community groups, such as health centers, advocacy groups, coalitions, and other strategic market segments as identified, to help generate awareness, support new members, retain existing members, and help support 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.

 

2.      Demonstrate comprehensive understanding of member lifecycle, from prospecting (lead generation to lead closure) through membership stages (welcome, engagement, redetermination, and re-enrollment)

 

3.      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, Network Health expertise, and advance preparation. Establish regular and consistent in-field outreach plan to support awareness and membership lifecycle initiatives.

 

4.      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.

 

5.      Track detailed activity and contacts through database in accordance with established practices for processing paperwork, completing data entry, tracking activity, and following up with community partners, members, and prospective members. Produce timely and accurate reports. Monitor and evaluate effectiveness of different relationships, activities, and channels. Develop new reports and redirect efforts as needed. Based on results and evaluation of activity, reprioritize markets and organizations while maintaining activity benchmarks.

 

6.      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.

 

7.      Provide field service area insights to marketing team as learned through outreach programs and other similar vehicles to support the development of new awareness initiatives and strategic acquisition and retention campaigns in support of the member lifecycle. Help implement existing and new programs to improve awareness, member retention or satisfaction

 

8.      Partner with customer service 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:

 

1.      Maintain professional growth and development through self-directed learning activities

 

2.      Independently build weekly schedule that achieves activity benchmarks

 

3.      Travel daily to regions throughout Massachusetts with own vehicle, including evenings and weekends

 

4.      Maintain good working knowledge of state contracts that govern marketing and outreach initiatives

 

5.      Proactively share competitive information and intelligence

 

6.      Perform other duties as assigned

MINIMUM QUALIFICATIONS:

 

Education:  Bachelor’s degree or 2 to 3 years equivalent experience required
   

Skills/Experience:

·         3 to 4 years working in a marketing, sales, account management, or communication field.

·         Have proficient sales skills including ability to make sales calls, arrange meetings, conduct presentations, etc.

·         Have proficient verbal and written communication skills with ability to interact with numerous internal and external audiences

·         Have excellent skills in customer service and ability to assist with, investigate, and solve member issues

·         Ability to work independently and with minimal direction while openly communicating back to management and escalating issues as appropriate

·         Ability to work collaboratively and cooperatively as a team member, fostering atmosphere of trust and respect

·         Ability to adapt to shifting marketplace and organizational needs

·         Proficient prioritizing tasks, multi-tasking, and managing time effectively

·         Proficient reporting numerical data

·         Working knowledge of MS Office Suite and database software

·         Fluent in English and Spanish or Portuguese (preferred)

 

Certificate/License:              None

 

PHYSICAL DEMANDS:

 

SEDENTARY (requires lifting 10 lbs., carrying small objects)                         F      

LIGHT (requires lifting 20 lbs., with frequent carrying of up to 20 lbs.)           F      

MEDIUM (requires lifting 50 lbs., with frequent carrying of up to 25 lbs.)                

HEAVY (requires lifting 100 lbs., with frequent carrying of up to 50 lbs.)                

VERY HEAVY (requires lifting over 100 lbs., such as moving furniture)                  

 

CODES: C = Continuously, F = Frequently, O = Occasionally, and R = Rarely

  

A.  Standing              O                       H.    Reaching            O                             O.    Crawling     N/A  

B.  Sitting                  F                        I.     Handling            O                             P.    Bending      O                  

C.  Walking               F                        J.     Fine Dexterity     N/A                          Q.   Twisting      N/A   

D. Lifting                   F                       K.    Kneeling              R                             R.    Climbing     O                 

E.  Carrying               F                       L.     Crouching           N/A                          S.    Balancing    N/A             

F.  Pushing/Pulling      F                       M.    Foot Controls       N/A                          T.    Vision         C   

G. Hearing                C                       N.    Talking                C                             U.    Other            

 

 

WORKING ENVIRONMENT: Definitions for OSHA working environment are: Category I: Involves routine exposure to blood or body fluids, Category II: involves possible exposure to blood or body fluids, Category III: involves no exposure. OSHA category for blood born pathogens for this position is a Category III. Performs multiple tasks in a changing environment.