Marketing Manager, CAHPS / HOS

Medica•Minnetonka, MN

31d•Hybrid

About The Position

The Marketing Manager, CAHPS / HOS is a strategic role responsible for driving measurable improvements in member experience outcomes that impact CAHPS and HOS performance across Medicare, Commercial, and Individual lines of business. This role sits at the intersection of marketing, member engagement, and experience design—owning the development and execution of insight-driven marketing strategies that influence key survey measures and advance Medica’s Stars performance. This individual translates complex survey insights and member feedback into targeted marketing, communication, and engagement strategies that improve satisfaction, access, and health outcomes. Success in this role requires strong expertise in member experience, data-driven marketing, and cross-functional influence to activate change across the enterprise. Performs other duties as assigned.

Requirements

Bachelor's degree or equivalent experience in related field
7+ years of work experience beyond degree
Deep understanding with 3+ years of healthcare consumer behavior and member engagement strategies
Strong understanding with 2+ years of CMS Stars methodology, particularly Part C & D CAHPS / HOS measures

Nice To Haves

7+ years of experience in healthcare marketing, member experience, or Medicare Stars / CAHPS / HOS-related strategy
Proven ability to translate data and insights into effective, measurable marketing strategies
Experience leading cross-functional initiatives and influencing outcomes without direct authority
Experience with segmentation, journey mapping, and omnichannel campaign execution
Strong analytical, communication, and storytelling skills with executive audiences
Knowledge of Medicare, Commercial, and Individual products and regulatory environments

Responsibilities

Develop and lead the marketing strategy to improve CAHPS and HOS performance across Medicare and Commercial/Individual lines of business
Translate CMS Stars measures, survey insights, and cut point trends into prioritized marketing and engagement strategies
Identify high-impact experience drivers and define targeted interventions across key moments in the member journey
Design and execute multi-channel marketing campaigns that improve member experience measures (e.g., access, communication, care coordination, health status)
Partner with Digital and CX teams to optimize key journeys (onboarding, getting care, ongoing engagement) that influence CAHPS/HOS outcomes
Develop member-facing messaging frameworks that drive clarity, trust, and satisfaction
Partner with Quality, Stars, Operations, Population Health, Provider teams, and Communications to align on priorities and activate initiatives
Influence experience improvements by connecting marketing insights to operational and provider-facing opportunities
Collaborate with provider engagement teams to support communication strategies that enhance member-provider interactions
Analyze CAHPS and HOS results, member feedback, and behavioral data to identify performance drivers and opportunities
Establish KPIs and measurement frameworks that connect marketing activities to CAHPS/HOS outcomes and Stars performance
Develop executive-ready insights and recommendations to inform enterprise decision-making
Lead test-and-learn strategies to improve campaign effectiveness and member experience outcomes
Monitor year-over-year trends and adjust marketing strategies to maximize impact against CMS and NCQA benchmarks
Apply segmentation and personalization strategies to improve engagement and satisfaction across diverse member populations