Capability Manager

Primary Responsibilities

• Oversight and management of omnichannel communications for both member and provider audiences (mail, fax, SMS, email, IVR, direct EMR messaging)
• Oversee daily monitoring and issue resolution across all communication channels
• Manage the deployment of client-driven and regulatory communication updates across all supported channels
• Partner with internal governance, legal, and compliance stakeholders to ensure all communications meet required standards and regulations
• Partner with technology teams, supporting enhancements to communication capabilities and platform improvements
• Manage relationships with multiple vendors to ensure quality, timeliness, and compliance

Required Qualifications

• 5+ years of experience in omnichannel communication operations (email, SMS, print, etc.) or related project management
• 3+ years of experience in healthcare, PBM, or regulated industries
• Intermediate level of proficiency with MS Excel, PowerPoint, Word, Outlook, and Teams
• Ability to be flexible and work with ambiguity; self-starter
• Ability to manage multiple projects and priorities in a dynamic environment

Preferred Qualifications

• Experience managing financial requests and associated inputs (cost-benefits analysis, business case, etc.)
• Strong background in print communications and production processes
• Proficient in Adobe Acrobat Pro and InDesign
• Familiarity with healthcare regulations (ex. CMS and State) and TCPA
• Strong problem-solving skills and ability to lead/facilitate meetings to achieve desired outcomes
• Excellent presentation, time management, organizational, prioritization, and communication skills
• Demonstrated success in vendor management and cross-functional collaboration