Manager, Patient Fulfillment Journey

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:
Outbound patient messaging is a key lever for reducing friction when prescriptions do not go as planned. This role owns the messaging strategy and day-to-day execution for communications to patients related to order disruptions and fulfillment friction—aligning partners to remove friction with the end goal of getting the patient their prescription when they are expecting it. This role reports directly to the Senior Manager, Patient Fulfillment Journey.

Roles & Responsibilities:

• Own the end-to-end strategy and execution for outbound messaging related to order disruptions and fulfillment friction

• Translate disruption scenarios into clear, accurate, patient-friendly messages across channels (e.g., SMS, app push, email) that ensure a consistent experience

• Partner cross-functionally (e.g., Technology, Operations, Pharmacy, Legal/Compliance) to identify friction points, define requirements, and drive fixes

• Establish measurement frameworks and operating cadences to monitor message performance, prioritize new messaging needs and logic changes, and continuously optimize

• Support time-sensitive disruption scenarios and executive escalations during business hours by investigating issues, clarifying patient impact, and driving resolution in partnership with key stakeholders

Required Qualifications:

• Experience owning a program or product area end-to-end—shaping the problem, setting a roadmap, and driving delivery through to measurable outcomes

• Strong ability to translate complex operational or technical scenarios into clear, actionable messaging

• Ability to make data-driven decisions, including defining success metrics, interpreting performance, and adjusting based on outcomes

• Proven cross-functional leadership skills—able to align stakeholders and drive action without relying on escalation

• Strong written communication skills and high standards for quality and accuracy

Preferred Qualifications:

• Experience in healthcare, pharmacy, or other regulated environments

• Familiarity with outbound messaging platforms and experimentation (segmentation, A/B testing)

• Analytics fluency (e.g., SQL) to pull data, validate hypotheses, and measure messaging impact

• Experience improving operational workflows tied to customer/patient communications

Education: Bachelor's degree or equivalent experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$66,330.00 - $145,860.00

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. 
 

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible