Senior Manager, Medicare Strategic Communications

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

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.

Key Responsibilities

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

• Help drive alignment across stakeholders to ensure integrated Stars strategy execution across:

  • Sales / account teams

  • Quality/Stars program management

  • Pharmacy & clinical programs

  • Analytics & data science teams

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

• 7+ years of experience in healthcare marketing communications

• Demonstrated experience in developing and executing communication strategies

Preferred Qualifications

• Strong understanding of Part D benefit design and formulary dynamics, Medicare Stars program and CMS member communication requirements and guidelines

• Experience work