Client Communications – Advocacy Lead

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EMS Management & Consultants, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

📋 Compliance

☁️ SaaS

Healthcare Insurance • Compliance • SaaS

EMS Management & Consultants, Inc. (EMS|MC) is a company that specializes in providing comprehensive operational solutions for over 1,500 emergency medical services (EMS) providers across the United States, including hospital systems, municipalities, and private companies. Founded by professionals within the EMS industry, EMS|MC offers services designed to optimize reimbursement, resources, and regulatory compliance. With more than 25 years of experience, the company leverages technologies like EMsmart, a SaaS-driven billing solution, to enhance revenue performance for EMS agencies. EMS|MC also works closely with the PWW Advisory Group to ensure compliance with the ever-changing regulatory landscape, providing tools and educational resources to EMS providers.

📋 Description

• The Client Communications & Advocacy Lead is responsible for planning, developing, and executing all client-facing communications across EMS|MC, while serving as the strategic architect of our customer advocacy pipeline • This role owns the broad portfolio of client communications—including product updates, regulatory changes, and thought leadership—and executes on our newly launched EMS|MC reference program, Gold Partner Network • Responsibilities include identifying advocacy opportunities, conducting client interviews, extracting meaningful insights and data, and developing compelling success stories for publication across multiple channels. • Design and scale an efficient workflow to seamlessly transition reference clients into active marketing advocates • Proactively identify and engage qualified reference clients to secure their participation across various marketing assets • Lead the entire development lifecycle for client success content, managing the production of various reference assets • Conduct client interviews, research internal/external data, and draft deep-dive success narratives • Develop concepts, interview subjects, and write engaging production scripts • Identify opportunities (e.g., Regional User Groups, conferences) and support asset/slide creation • Synthesize client feedback into high-impact snippets for the website and social media • Navigate and manage complex, multi-layered internal and client-side approval loops (including legal and PR adjustments) to ensure absolute compliance before deployment • Partner with marketing operations to publish and promote finalized case studies across our website, email marketing, sales enablement toolkits, and social channels • Own and manage the strategy for high-frequency client communications, ensuring a consistent, scalable approach • Ensure all messaging is clear, concise, and closely aligned with the EMS|MC brand voice, positioning, and standards • Strategically prioritize and sequence client touchpoints to avoid audience overload and conflicting messages • Translate highly complex operational, regulatory, and product information into client-friendly, actionable messaging • Draft and edit regulatory updates, product/service rollouts, event invitations, and thought leadership distribution • Partner with Compliance, Legal, Sales, Operations, and Client Success to proactively gather communication inputs and monitor client relationship health • Co-govern the reference program with Sales and Client Success, aligning reference participation with defined program points, rewards tracking, and protection against reference fatigue • Maintain communication standards and review content for clarity, tone, and accuracy across sister brands where applicable (EMS|MC, NAAC, PWW|AG).

🎯 Requirements

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field, or comparable work experience • 5–8+ years of experience in Marketing, Communications, a client-facing storytelling/advocacy role, or a related field • Strong interpersonal and interviewing skills with the ability to build trust and credibility with executive-level clients and internal stakeholders • Exceptional written and verbal communication and storytelling skills, with the ability to translate complex information, client interviews, and quantitative data into compelling customer advocacy content and business narratives for diverse audiences • Strong client relationship management skills, with the ability to balance client advocacy initiatives while fostering positive partnerships and minimizing reference fatigue • Proven ability to collaborate cross-functionally, building effective partnerships with Sales, Marketing, Operations, Compliance, and other stakeholders to execute strategic communication initiatives • Strong organizational, operational, and project management skills with the ability to develop scalable communication processes, manage customer advocacy programs, and effectively prioritize multiple initiatives • Strategic communication skills, including the ability to tailor messaging based on audience, communication channel, and business objectives • Demonstrated adaptability and initiative, with the ability to anticipate business needs and manage competing priorities • Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

🏖️ Benefits

• Individuals in this role are eligible to participate in a discretionary bonus plan • Comprehensive benefit package, including a retirement plan, health coverage, paid time off and other benefits provided in accordance with applicable law