Marketing Manager, CAHPS / HOS
About The Position
Medica is a nonprofit health plan serving over a million members across several states. They focus on delivering personalized healthcare experiences and collaborating with providers to ensure member well-being. The Marketing Manager, CAHPS / HOS role is a strategic position aimed at improving member experience outcomes that affect CAHPS and HOS performance for Medicare, Commercial, and Individual lines of business. This role bridges marketing, member engagement, and experience design, developing and executing data-driven marketing strategies to influence key survey measures and enhance Medica's Stars performance. The individual will translate complex survey insights and member feedback into targeted marketing, communication, and engagement strategies to improve satisfaction, access, and health outcomes. Success requires expertise in member experience, data-driven marketing, and cross-functional influence.
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.
Benefits
- competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
