Manager, Patient Fulfillment Journey

CVS Health•Island, KY

9d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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