MEMBER COMMUNICATIONS DIRECTOR - 69719

Executive Service

TennCare compensation is equitable and will be based on education and experience for a qualified candidate in accordance with Department of Human Resources (DOHR) policy.

The Division of TennCare is dedicated to providing our employees with a hybrid work environment. All TennCare positions have a combination of work from home and work in the office, which varies by position, department, and business need. You may review the specific expectations with our hiring team.

Background Check:

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Who we are and what we do:

TennCare is Tennessee's managed care Medicaid program that provides health insurance coverage to certain groups of low-income individuals such as pregnant women, children, caretaker relatives of young children, older adults, and adults with physical disabilities. TennCare provides coverage for approximately 1.7 million Tennesseans and operates with an annual budget of approximately $14 billion. It is run by the Division of TennCare with oversight and some funding from the Centers for Medicare and Medicaid Services (CMS). TennCare's mission is to improve the lives of Tennesseans by providing high-quality cost-effective care. To fulfill that purpose, we equip each employee for active participation and empower teams to communicate and worked collaboratively to improve organizational processes in order to make a difference in the lives our members. Because of the positive impact TennCare has on the lives of the most vulnerable Tennesseans, TennCare employees report that their work provides them with a sense of meaning, purpose, and accomplishment. TennCare leadership understands that employees are our most valuable resource and ensures professional and leadership development are a priority for the agency.

Job Overview:

The Division of TennCare is seeking a Member Communications Director to work in the Compliance and Policy Group (CPG) within Member Services. This position will report directly to a CPG Administrator. The Member Communications Director will provide operational oversight and leadership to the Member Communications Unit. The Director will directly supervise a team of 3 Member Communication Specialists and 1 Member Communications Assistant Director; additionally, 4 Notice Quality Control Specialists and temporary staff report up through the Assistant Director. The team is responsible for member-focused written communications, including letters, forms, attachments, website pages, handbook templates and applications. The team ensures communication is compliant with federal and state guidelines, and plain language best practices. The Director will assist with the development and implementation of unit goals, priorities, objectives, and strategies. Additionally, this Director will ensure communication and action plans are developed efficiently and effectively implemented within their area of responsibility. The Director will demonstrate the ability to identify unit challenges or risks, collaborate on problem solving and decision-making processes among their peers from Member Services, and execute necessary solutions. This position will create ways to build team morale and develop effective relationships with all units within Member Services.

Key Responsibilities:

• Ensure written member material is compliant with federal and state law and is consistent with readability and plain language guidelines.
• Oversee and provide feedback for accurate development and systems implementation of member-focused materials by communications team.
• Ensure material developed uses consistent messaging and formatting.
• Create, implement, and monitor a plan for quality review and correction of member-focused material.
• Ensure team performs quality reviews of member materials in various systems, including test and production environments.
• Oversee validation of notice data and systems-related changes.
• Liaison with state partners and technical support partners to ensure member materials meet business needs.
• Collaborate across TennCare teams to ensure awareness and understanding of changes to member-focused material -Ensure self-directed daily efforts continue to move TennCare toward a greater place to work.
• Conduct regularly scheduled staff meetings to provide timely feedback, information regarding processes, initiatives, directives, and training opportunities, as well as discuss staff ideas for continuous work process improvement.
• Apply advanced knowledge of TennCare' s business processes and policies to daily work operations.
• Actively engage in developing and implementing team goals, priorities, objectives, and strategies for staff.
• Oversee ongoing team specific training efforts -Manage the individual performance process including goal evaluation and document review for initial, interim, and annual reviews.
• Provide clear and concise verbal and written communication and guidance to staff in a positive manner.
• Effectively communicate with internal and external customers, peers, TennCare members and applicants.
• Conduct regular coaching and guidance to ensure staff are meeting goals set forth by the agency and in compliance with TennCare policy and following established business processes.
• Identify areas of opportunity and provide effective problem-solving techniques to ensure that the areas of opportunity are resolved in a positive manner.
• Build team morale to ensure staff have a positive and inclusive work environment, which leads to higher job satisfaction, and results in greater team efficiencies and effectiveness.

Minimum Qualifications:

Education and Experience:

• Graduation from an accredited college or university with a bachelor's degree in a related field and two (2) years of qualifying professional experience.

OR

• Graduation from an accredited college or university with an associate degree in a related field and four (4) years of qualifying professional experience

OR

• Eight (8) or more years of qualifying professional experience

OR

• An equivalent combination of education and work experience may be considered

Desirable qualifications:

• 3 years of full-time professional experience doing policy work in federal or state government, or a state-level health-related agency.
• Excellent organizational skills with proven ability to adapt to changing priorities and deadlines, multi-task and manage workload to meet specific timeframes, as well as apply creativity to solving complex problems.
• Professional experience in quality control, auditing, and validating system generated communications Desirable qualifications cont.
• Professional experience providing editorial feedback to project owners.
• Confidence in dealing with all levels in an organization and able to present a strong and clear rationale for proposed solutions, including when solutions may not align with business needs.
• Strong research skills, including the ability to locate and analyze documents and integrate information from multiple sources.
• Strong customer service and critical thinking skills, including the ability to problem solve, handle difficult situations, and escalate issues when necessary.
• Ability to interpret, understand, execute, and clearly communicate complex policy.
• Strong work ethic with an ability to receive and implement constructive feedback.
• Ability to learn quickly, be flexible and accountable, take initiative with tasks, and exercise sound judgement.
• Ability to coach and mentor a diverse workforce.
• Demonstrates passion and commitment .
• Two years of management/supervision experience in either state government, healthcare or eligibility related field. Demonstrated team lead experience may substitute management/supervision experience.

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.