Description
Join Liberty Dental Plan as We Shape the Future of Dental Insurance!
We are seeking an extraordinary communications specialist with experience in managed healthcare, who's ready to shape the future of Liberty's customer experience!
The Customer Experience Content Analyst is responsible for designing, monitoring, and optimizing the end-to-end member journey across Medicaid, Medicare, Commercial, and Exchange dental insurance programs. This role focuses on enhancing the digital experience, communication strategies, and customer engagement initiatives to improve overall satisfaction, streamline processes, and drive self-service adoption. Working cross-functionally with compliance, IT, customer success, and operations teams, the Customer Experience Content Analyst ensures that customer journeys are intuitive, efficient, and aligned with business objectives. This role also plays a key role in analyzing Net Promoter Score (NPS), customer satisfaction, and digital engagement metrics to identify trends and implement enhancements that positively impact member and provider experiences.
Job Summary Details
- Oversee and monitor the digital journey for members, ensuring a seamless and user-friendly experience across portals, mobile apps, and self-service tools.
- Support process improvement initiatives or content optimization projects for both digital and non-digital platforms.
- Identify friction points in the member experience and collaborate with Member Services, IT, UX/UI, and product teams to improve usability, accessibility, and engagement.
- Support process improvement initiatives that align with regulatory requirements, business goals, and customer feedback insights.
- Create, write, and edit engaging content for member communications, such as newsletters, email campaigns, website updates, social media posts.
- Develop member-facing materials, scripts, text journeys, automated messaging, proposals, and manage handbook.
- Design and implement strategies that promote member engagement and retention.
- Ensure all member communications reflect Liberty’s brand voice and adhere to established guidelines.
- Work closely with various departments to ensure cohesive and comprehensive member engagement initiatives that align with company goals and performance quality measures.
- Assist in planning and executing member events, including developing promotional materials and post-event communications as needed.
- Ensure all communication materials are clear, accurate, and compliant with program regulations.
- Lead content optimization projects.
- Ensure initiatives align with customer success goals, compliance standards and business performance metrics.
Qualifications
Education/Experience
- Graduate Degree in Communications, Marketing, Journalism, or related field
- 2 Years experience in content creation, editing, and digital engagement, preferably in healthcare, insurance, or regulated industries
Specific Skills/Knowledge
- Exceptional writing, editing, and proofreading skills.
- Proven experience in content creation.
- Attention to detail and creative mindset.
- Ability to work collaboratively in a team environment and manage multiple projects simultaneously.
- Experience in graphic design tools and software and or knowledge of SEO best practices preferred.
Location
Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.
What Liberty Offers
Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.
Our first-class benefits package supports employees and their dependents with:
- Competitive pay structure and savings options to help you reach your financial goals.
- Excellent 401(k) retirement benefits, including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.
- Affordable medical insurance, with low-cost premiums for employee-only coverage. Liberty subsidizes the cost for eligible dependents enrolled in the plan.
- 100% employer-paid dental coverage for employees and eligible dependents.
- Vision insurance with low-cost premiums for employee-only coverage and dependents.
- Company-paid basic life and AD&D insurance, equal to one times your base salary, with options to purchase additional supplemental coverage.
- Flexible Spending Accounts for healthcare and dependent care expenses.
- Voluntary benefit programs, including accident, critical illness, and hospital indemnity insurance.
- Long-term disability coverage.
- Expansive wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts.
- Employee Assistance Program (EAP) to support mental health and well-being.
- Generous vacation and sick leave policies, with the ability to roll over unused time.
- 10 paid company holidays.
- Tuition reimbursement for eligible educational expenses.
- Remote or hybrid work options available for various positions.
Compensation
In the spirit of pay transparency, the base salary range for this position is $77,000 - $96,000, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.
Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for future salary growth.
Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. Liberty will leverage diverse perspectives in building high performance teams and organizational culture.
Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.
We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.
Sponsorship and Relocation Specifications
Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled.
No relocation assistance or sponsorship available at this time.
