Program Management Communications Manager (Aetna Pharmacy)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

Do you want to work for a dynamic team that delivers quality and helpful products to our consumers? As a member of the Aetna Pharmacy Health Plan Team, you play a critical role in the cross-functional execution and delivery of enterprise innovations and product solutions for our Aetna commercial and exchange lines of business. Collaboration across businesses is critical, as you’ll work with Aetna, Caremark, and other CVS Health teams. If you’re comfortable thinking big picture and rolling up the sleeves to develop a business case, this might be the right role for you! 

As a Program Management Communications Manager, you are responsible for business to consumer communications and experience with Aetna Pharmacy Health Plan initiatives.  Identify member and provider experience improvement opportunities for existing and new Aetna Pharmacy Health Plan programs. Managing the strategy, development, management, and  implementation of member and provider communications. Collaborating with our PBM, legal, compliance, Aetna Operations and vendor partners to ensure we’re delivering accurate and meaningful consumer materials.

*This is a fully remote position

Key responsibilities include:

• Create and execute comprehensive and strategic provider and member Aetna pharmacy communication campaigns.
• Keen focus on member and provider experience for all new and existing campaigns.
• Build and successfully implement campaigns based on solid understanding of the desired results, risks/challenges, overarching organizational direction while accounting for the end user’s needs.
• Identify and collaborate with and additional departments to establish engagement across member and provider organizations on campaigns/initiatives ensuring a positive consumer experience.
• Collaborate with internal departments to identify opportunities to strengthen and improve processes that enable a better consumer experience.
• Establish and manage quality assurance review of UM letters.
• Support team in responses to account management, plan sponsor, member, state regulator, sales, trade, medical affairs, operations, product and compliance inquiries in a thoughtful and timely manner.
• Develop, manage and maintain policy/process/work instructions documents.
• Maintains project and performance tracking tools in order to document accuracy and completion metrics.
• Demonstrates a commitment to service excellence identifying areas of opportunity for process improvement across all lines of business including identifying additional support resources/programs/software needs.
• Identify best practice and synergies for opportunities to improve our member and provider experience.
• Create, maintain and update policy/procedure/work instructions for member and provider experience campaigns.

The ideal candidate will have demonstrated success leading in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems. Given the nature of the work and environment, your communication and influencing skills are essential.

Required Qualifications

• 5+ years of Business to Consumer Communications experience
• 3+ years of Project / Program Management experience, preferably within Managed Care
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, MS Teams..)

Additionally, candidates must possess the following:

• Highly organized, detail-oriented with strong capability in structured and critical thinking
• High level of independent judgment and being pro-active
• Self-motivation, high energy, and ability to successfully function in a high-demand, performance-driven environment.
• Strong internal relationship skills across diverse teams
• Strong communication (written and oral) – executive presence and ability to influence across disciplines and at multiple levels of organization.
• Can work with a sense of urgency in handling issues.
• Must be able to organize and manage multiple tasks. Ability to track on-going work/updates.

Preferred Qualificati