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Member Experience Manager in Franklin Lakes, NJ at NextGen

Date Posted: 3/27/2018

Job Snapshot

Job Description

Member Experience Manager - EGWP (Medicare Part D)
Medicare benefit knowledge is not required, training will be provided for Medicare benefit knowledge

Job Description:
The main role of the Member Experience Manager is to manage the development, review and approval of Medicare beneficiary plan-related communications as required by the Centers for Medicare and Medicaid Services (CMS). This client-facing position will work closely with internal Product and Account Management partners to understand client requirements in order to develop a communications approach that meets the client requirements.

  • The scope of programs handled by this person will include, but is not limited to, annual update of our main suite of customizable plan documents used in each of our clients' member enrollment package, welcome kit, and annual renewal package.

  • The Member Experience Manager will function independently as a member of the team, and also work in partnership with our Marketing Operations Team as needed, to ensure all communication content meets CMS, client, and Express Scripts requirements, and are mailed in order to meet CMS-mandated time frames.

  • In addition, the person in this position would be responsible for ensuring all production forms and matrices are completed and provided to Marketing Operations as a part of ensuring accuracy of the communications and/or mailing.

  • Medicare benefit knowledge is not required, training will be provided for Medicare benefit knowledge


  • Manage client requirements and the development of member communications within a defined scope.

  • Oversee the development, review and overall timelines for assigned portfolio of clients.

  • Prioritize and maintain project schedules for all materials to understand status and timing as well as assess and mitigate risks.

  • Provide Marketing Operations with the appropriate document releases and mail package contents and specifications.


  • Bachelor's degree or higher

  • Looking for 3 to 4 years communication or marketing experience, business side project management experience is a good background

  • Experience in client-facing, customer service interactions, excellent interpersonal skills. Clients typically are company benefits departments

  • Minimum of intermediate level Microsoft Word skills and ability to work with a variety of web-based tools

  • Basic Excel skills required

  • Strong time management skills

  • Demonstrate ability to manage multiple small projects concurrently under tight timeframes and extreme pressure

  • Strong communication skills (oral and written)

  • Ability to follow documented processes and work instructions

  • Ability to work in a dynamic business environment

  • Ability to work well with all types of work styles

  • Extremely detail oriented multi-tasker with strong organizational skills

  • Strong self-starter with excellent time-management skills