Senior Manager, Provider NPS Enablement

CVS Health

9d•$67,900 - $199,144•Hybrid

About The Position

The Claims Experience & Strategic Initiatives team plays a key role in advancing strategic initiatives that strengthen Provider Experience, improve operational coordination, and bring greater structure, visibility, and accountability to priority work across the portfolio. The Senior Manager, Provider NPS Enablement, will help shape, coordinate, and monitor the impact of Aetna’s provider experience transformation, as reflected in provider NPS and related feedback measures. This role will partner cross-functionally to help ensure meaningful operational improvements are identified, prioritized, and translated into clear plans, progress updates, and leadership insights. The role will serve as a program manager across key initiatives and workstreams designed to strengthen the overall provider experience, while proactively elevating progress, risks, dependencies, and insights into leadership.

Requirements

Minimum 7 years’ experience in one or more of the following areas: provider experience, healthcare operations, strategic communications, project management, survey strategy, marketing enablement, or related healthcare functions
Must have healthcare industry experience
Ability to work collaboratively in a highly cross-functional environment to align stakeholders and advance complex initiatives
Demonstrated ability to communicate effectively and deliver clear, compelling storytelling to stakeholders at all levels
Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements
Demonstrates a proactive, collaborative approach and strong focus on stakeholder partnership and service delivery
Conveys a strong sense of urgency and accountability to drive workstreams to completion
Demonstrated ability to synthesize qualitative and quantitative information into clear, actionable insights and narratives
Strong presenter with the ability to tailor messaging for different audiences, including executive leadership
Strong project management experience, including managing multiple priorities and stakeholders simultaneously
Excellent verbal and written communication skills
Strong organizational skills

Nice To Haves

Prior experience supporting provider experience, provider engagement, provider communications, brand strategy, or provider-facing transformation initiatives
Experience working across healthcare operations, survey strategies, communications, and/or marketing functions
Familiarity with provider NPS, provider feedback channels, and methods for translating experience insights into strategic action and storytelling

Responsibilities

Serve as a program manager across key Provider Experience initiatives and workstreams, coordinating priorities, milestones, dependencies, stakeholders, and deliverables across a complex cross-functional portfolio
Help organize and advance the Provider Experience portfolio by bringing structure, discipline, and follow-through to strategic initiatives that support transformation efforts
Identify and elevate notable gains in provider NPS and related provider feedback as indicators of progress, helping connect operational outcomes to broader portfolio priorities
Support development of leadership updates, presentations, timelines, case studies, and related materials that synthesize progress, priorities, risks, and decisions for a range of stakeholders, including executive leadership
Partner with operational teams to ensure tangible improvements are understood, prioritized appropriately, and reflected in how progress is communicated internally and externally
Partner with the Provider Claims Experience team to leverage emerging methodologies across Aetna for measuring provider abrasion and friction, including sources of administrative burden and A/R pressure, and help translate those insights into priorities, planning, and progress updates
Partner cross-functionally with Marketing, Provider Communications, and other internal teams to align on how Provider Experience priorities, milestones, and outcomes are represented across the organization
Help shape consistent ways of articulating Aetna’s impact on Provider Experience, including how operational improvements, communications, and experience strategies come together to support provider trust and perception
Elevate key headlines, risks, tradeoffs, and progress updates to leadership regarding performance relative to strategic plans and portfolio priorities
Establish strong cross-functional relationships across diverse business areas to stay informed on emerging work, key wins, interdependencies, and potential risks affecting provider experience and provider NPS outcomes
Bring a provider-centered lens into strategic planning, portfolio prioritization, and cross-functional decision-making tied to the overall Provider Experience agenda