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Job Title: Manager, Customer Engagement & Sales Promotion - Mount Sinai Health Partners

Background

Mount Sinai is one of the largest health systems in the U.S. with a strong reputation for quality of care (14th ranked US academic medical center) and innovative research/education (20th ranked US medical school, >$400M annually in NIH-funded research). This reputation is important but it’s not enough. At Mount Sinai, we have a responsibility to make healthcare better, optimizing its value for patients, purchasers, and communities.

The health care industry has a number of problems. Chief among them is affordability as federal and state governments are unable to keep Medicare and Medicaid solvent, employers are stretched to pay for health benefits for their employees, and those employees struggle to afford increasing paycheck deductions and deductibles. In addition, the industry has historically set a low bar for customer service, earning some of the lowest satisfaction scores of any industry, eroding trust from stakeholders. We want to change all of this.

Mount Sinai Solutions was created to collaborate directly with the purchaser to solve these problems. We have assembled Mount Sinai's clinical and population health assets into product offerings of high-quality care that are affordable and distinguish themselves via exceptional service. Our offerings include next-generation primary care at or near the workplace (“Health Centers”), centers of excellence (COE) for specialty care, and next-generation health benefit plans in partnership with health plans. Our team markets and sells these products directly to the purchaser (i.e., consumers, large employers, labor unions), but also continues to operate and optimize the solutions well after implementation. We are looking for people to join our team who are passionate about solving these problems by developing a true system of care that can create and sustain market-leading value.

Role Summary

There is a large and growing nationwide market opportunity from plan sponsors (i.e., large employers and labor unions) that contract directly with high-value providers. Sixty percent of large plan sponsors are shifting from purchasing exclusively through health plans to add direct contracts with select “high value” providers, changing benefits plans to incent their employees to consume more from them. In New York City metro alone, this market is estimated at $750 million with one third from direct contracts for next-generation primary care and two-thirds from direct contracts for specialty care COEs. Competition for these direct contracts is intense and primarily from well-capitalized vendors in primary care (e.g. Premise Health, OneMedical, Everside) and specialty care (e.g. Signify Health, Transcarent, Carrum Health) but also from local health systems (e.g. Northwell, Memorial Sloan Kettering, HSS).

Mount Sinai entered the direct contracting space in 2016 with the launch of our first Health Center in Atlantic City and our first COE for specialty care (total joint replacement) in NYC. Since these initial pilot customers, we have grown significantly in both the Health Center line-of-business (17 customers, serving 50,000 eligible members in 5 cities, >$20 million in annual revenue) as well as the specialty care COE line-of-business (>$30 million in annual revenue, operating in 7 cities). Both lines-of-business have a rich sales pipeline and total annual revenue is forecasted to exceed $100 million by 2025. This business is growing largely through word-of-mouth because our customers have enjoyed market-leading value, saving millions alongside improved health care outcomes and service (90+ member NPS). This initial phase of deployment has established a reputation for Mount Sinai as a market-leader in this space. We have now launched Mount Sinai Solutions to accelerate our pursuit of opportunities from direct contracting.

We are seeking a creative and experienced people leader to join our team as the Manager, Customer Engagement & Sales Promotion. The Manager, Customer Engagement & Sales Promotion will lead a team tasked with maximizing value for our employer (B2B), labor/union, and consumer (B2C) customers through prospect/client communications, branding strategy, and end-to-end campaign and collateral design. The Manager will not only lead the team, but also use their creative experience to influence internal and external stakeholders on best strategies for member engagement and growth. This is a highly visible management role with significant opportunities to engage cross-functionally with our own product, operations, and sales teams as well as senior Mount Sinai leadership.

Responsibilities

Team Leadership

• Create a challenging but supportive work environment for direct reports
• Delegate responsibilities to achieve business objectives across all segments (B2B, B2C, Labor/Unions)
  • Monthly and annual content calendars, communications topics, presentations, sales campaigns, social media campaigns, newsletters, website design, live events, etc.
• Collaborate with leadership across departments to optimize team culture
• Provide subject matter expertise cross-functionally to plan and execute business growth strategy
• Provide oversight & feedback to Customer Engagement team for ongoing and unique engagement projects
• Lead a data-driven process to evolve engagement strategies with historical review and prospectus
• Contribute to the creation of compelling content for website, campaigns, and communications
• Oversee management of outside vendor partners (e.g. social media contractor)

Services and Sales Growth

• Support the development and execution of sales initiatives to increase customer & member adoption of our services and solutions
• Lead communications strategy when launching new Customer solutions locally and nationally
• Collaborate with the Customers Team to execute direct engagement campaigns and increase member adoption
• Support product development teams by gathering, distilling, and communicating feedback from both buyers and users of our offerings
• Stay informed of changes to the market, consumer trends, and the activities of key competitors, to help in bringing marketing ideas to the team

Qualifiications

Education and Experience

• Bachelor’s Degree in business, marketing, or relevant field
• 7-10 years of experience in digital marketing, client relations, or brand management (B2C a plus)
  • 2+ years leading or mentoring a team
• Experience creating and growing product brands, preferably in the healthcare or luxury markets
• Strong communication, copywriting, and storytelling skills
• Knowledge of and practice with email platforms such as Mailchimp
• Proficient graphic design skills (i.e. comfortable with Adobe design suite and building striking PowerPoint presentations)
• Html (i.e. Wordpress) and video editing experience preferred

Differentiating Qualities

• Detail-oriented and highly organized, taking pride in delivering only the highest-quality work product
• Self-starter attitude, creative, innovative, positive, and motivated to improve processes
• Passionate about understanding your customers, their workflows, businesses, industry, and pain points
• A curator of deep relationships within your company, customers, and other business stakeholders
• Team player who wants to achieve goals collaboratively across multiple teams and functions
• Demonstrates a “do-whatever-it-takes” attitude, resiliency in overcoming obstacles to effectively accomplish goals
• Ability to adapt to rapidly changing needs with short turnaround time

Compensation

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $115,494.00 - $173,241.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.