Own member engagement strategy across telemarketing, live agent outreach, IVR, SMS, email, direct mail, and related touchpoints.
Design end-to-end engagement journeys to improve member activation and action across various use cases.
Build segmentation, messaging, and channel strategies tailored to health plan populations.
Partner with Analytics, ML/AI, and operations teams to improve program effectiveness, especially focusing on telemarketing and live agent outreach.
Help shape the use of predictive models and ML-driven recommendations to enhance outreach strategies.
Lead A/B testing and optimization across various engagement elements to improve telemarketing and phone-based outreach performance.
Partner with teams to ensure engagement strategy is effectively executed.
Collaborate with client-facing and commercial teams to incorporate engagement strategy into health plan conversations.

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