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Position Summary
We are seeking a strategic, data-driven Senior Manager to advise and support Medicare Advantage and Part D health plan clients on member experience and communications strategies, with a strong focus on improving Stars performance. This role sits at the intersection of quality (Stars), pharmacy, clinical programs, sales and member engagement, partnering with internal stakeholders and external clients to design and optimize communications that improve adherence, member experience and Stars outcomes.
The ideal candidate combines Medicare expertise, strong strategy development capabilities and experience leveraging advanced analytics and AI-enabled simulation tools to evaluate and improve member-facing messaging.
Client Strategy & Engagement
Serve as a strategic advisor to PBM Medicare health plan clients on Stars improvement initiatives, with a focus on CAHPS, adherence and member experience
Partner with account teams and clients to align Stars strategy, benefit design and member communications
Deliver executive-level insights and recommendations through presentations and strategic engagements
Member Experience & Communications Strategy
Design and optimize member-facing communications (e.g., onboarding, benefit changes, adherence outreach, formulary disruption, etc.) that are CMS compliant and behaviorally effective
Translate complex regulatory, clinical and pharmacy dynamics into clear, digestible language that resonates across segments (e.g., LIS, chronic patients, varying literacy levels) to reduce the operational friction inherent to Medicare and compel desired actions
Support development of multi-channel engagement strategies (mail, digital, call center, provider touchpoints)
AI-Enabled Simulation & Innovation
Apply AI-enabled tools to optimize communications
Use simulation outputs to evaluate:
Member comprehension and confusion points
Emotional response and trust impact
Resulting action (e.g., call, complain, disengage)
Generate message refinements to reduce confusion and drive desired behavioral response
Analytics & Insight Development
Leverage performance data, Stars reporting and client insights to identify:
Gaps in communication effectiveness
Confusion drivers and abrasion points
Opportunities to improve adherence and CAHPS outcomes
Translate data into clear narratives and executive-ready recommendations
Support development of test-and-learn frameworks (e.g., A/B testing, scenario modeling)
Cross-Functional Leadership
Thought Leadership & Capability Building
Contribute to development of Stars value story, client-facing materials and innovation use cases
Support pilot programs and new capabilities in AI-driven engagement and communication optimization
Educate clients and internal teams on emerging trends in member experience and communication strategy
Required Qualifications
Preferred Qualifications
Strong understanding of Part D benefit design and formulary dynamics, Medicare Stars program and CMS member communication requirements and guidelines
Experience working directly with health plan and other senior executives
Exceptional storytelling and presentation skills
Education
Bachelor's degree or relevant experience
Pay Range
The typical pay range for this role is:
$67,900.00 - $199,144.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 08/14/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
