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.

Key Accountabilities

• Strategy & Planning
  
  • 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
• Campaigns & Engagement
  
  • 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
• Cross-Functional Leadership
  
  • 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
• Insights & Performance Management
  
  • 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
• Optimization & Continuous Improvement
  
  • 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

Required Qualifications

• 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

Preferred Qualifications

• 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

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week.

The full salary grade for this position is $88,800 - $152,300. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $88,800 - $133,245. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.