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Spotlight in Four Questions

Marketing Production

As told by Lisa FitzPatrick - Manager, Marketing Production

Question

In 50 words or less, describe your department.

Answer

Marketing Production manages the appearance and delivery of Santa Clara Family Health Plan (SCFHP) branded communications. This includes graphic design, event preparation, giveaways, website development and postings, and internal (Production Services) and external (fulfillment vendor) mailings. Our department is the gatekeeper of our brand – ensuring that visual communications are appealing, effective, compliant, and delivered timely.

Question

What are the challenges facing your department?

Answer

Our department consists of three functional pathways, and each has unique challenges.

Graphic Design Project Manager & Marketing Coordinator: All design/web/event support is done by a two-person team, and our steadily-high project load is often impacted by conflicting priorities or rush work to support regulations, initiatives, and events.

Fulfillment Project Manager: Managing external fulfillments (welcome kits, ID cards, and other regulatory communications) through our vendor (Arvato) entails comprehensive planning that includes input from IT, Enrollment & Eligibility, Marketing, and other business units. External fulfillments are tightly-regulated, compliance-focused, and require state approval, translation, and IT development hours from SCFHP and Arvato. Mailings have many moving parts that all must align perfectly to be successful.

Production Services: Production Services manages a complex and busy workflow that can be impacted by equipment failure and last-minute requests. Our team coordinates closely to process daily regulatory, time-sensitive mailings in order to meet compliance deadlines. While doing so, we process large and small mailings of varying complexity to support initiatives and objectives for each department. During this time, we also sort and scan all incoming mail, enter data for incoming HIF-METs, process returned undeliverable mail, and help departments troubleshoot complex mail merges. When equipment fails or unplanned urgent requests occur, it can have a big effect on the success of our day.

Question

Describe some highlights and share some achievements.

Answer

This year, design helped establish the Santa Clara Family Health Plan Blanca Alvarado Community Resource Center (CRC) brand identity through large-scale external signage, like the front window displays, and by developing a consistent look and feel for event-supporting materials.

External fulfillment completed the successful implementation of welcome kits with Partial Provider Directories – an extremely complex project that supports member satisfaction and retention and our regulatory requirements.

Production Services went the extra mile to accommodate large and labor-intensive mailings to further HEDIS-supporting initiatives, while continuing to provide excellent assistance to the organization as a whole.

Question

Share something most people inside SCFHP don’t know about your department.

Answer

All of our activities are vital in supporting regulatory compliance of communications. From designing accessible and easy-to understand visuals, to posting and mailing according to regulation, we work hard to ensure creation and delivery of SCFHP communications supports our culture of compliance, as well as our brand.