Marketing Manager, CAHPS​/HOS

Description

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

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

• 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
• 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
• S…