Senior Manager of Member Advocacy and Engagement, DentaQuest

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

The opportunity: 
The Senior Manager of Member Advocacy and Engagement will oversee a team dedicated to improving oral health outcomes through strategic member engagement and advocacy initiatives. This role involves managing a team of outreach coordinators and member advocates, ensuring effective execution of multi-channel outreach tactics, and driving innovation in member engagement strategies. The position focuses on meeting contractual obligations, exceeding client expectations, and identifying creative solutions to enhance member engagement, advocacy, and client retention. The Senior Manager, Member Advocacy and Engagement has direct oversight to manage and organize efforts for the advocacy of members included but not limited to preventive dental care, access to care, education, complaints and grievances, appeals, and dental home. In addition, attendance at health fairs and community events as needed.

How you will contribute: 

• Spearhead and inspire a team of 10+ outreach coordinators to execute comprehensive member outreach strategies
• Develop and implement innovative solutions to drive efficiencies in team processes and exceed outreach goals
• Stay abreast of industry trends, best practices, and regulatory changes to inform strategy and maintain competitive edge
• Provide mentorship, training, and professional development opportunities
• Foster a culture of accountability, excellence, and continuous improvement
• Conduct regular performance evaluations and set clear expectations for team members
• Develop and implement comprehensive member outreach and advocacy strategies
• Establish monitoring and tracking systems to ensure efforts meet client expectations and contractual requirements
• Analyze member data to assess campaign effectiveness and recommend optimizations
• Manage team schedules and resources against budget allocations
• Oversee the facilitation of preventive dental services for eligible members
• Ensure timely delivery of educational materials and information on member rights, complaints, and appeals processes
• Coordinate special initiatives for vulnerable populations (e.g., Children of Migrant Farm Workers)
• Direct client meetings, presenting program goals, objectives, and status updates
• Build relationships with community organizations and healthcare partners
• Collaborate with contract owners and internal departments to improve access and care delivery
• Monitor, measure, and report key performance metrics of member outreach tactics
• Leverage data analytics to inform decision-making and strategy development
• Prepare and present comprehensive reports to senior management and clients
• Monitor, measure, and report key performance metrics of member outreach and advocacy efforts
• Prepare and present comprehensive reports to management and clients
• Identify disparities, opportunities for improvement, and recommend solutions

What you will bring with you: 

• Bachelor's degree in Healthcare Administration, Public Health, Business, Business Administration, or related field
• Master's degree in relevant field, preferred
• 5-7 years of experience in healthcare advocacy, member engagement, or customer experience
• 2-3 years of experience managing teams of 5+ people
• Demonstrated success in program management and strategic planning
• Proficiency in data analysis and performance metrics tracking
• Knowledge of healthcare industry trends and regulatory requirements