Product Management Advisor, Patient Communications - Accredo

• Support the ongoing evolution and optimization of AI-powered patient and prescriber communication capabilities.
• Partner with business and technology teams to identify enhancement opportunities and prioritize improvements.
• Gather and document business requirements, stakeholder needs, and operational feedback to inform product decisions.
• Monitor platform performance and identify opportunities to improve customer experience, containment, engagement, communication effectiveness, and operational efficiency.
• Support roadmap planning and execution for inbound and outbound communication capabilities.

• Analyze engagement, communication effectiveness, adoption, and operational performance across patient and prescriber communications.
• Develop reporting and insights that measure communication outcomes and business impact.
• Leverage data to identify trends, gaps, optimization opportunities, and stakeholder pain points.
• Partner with analytics teams to define KPIs and success measurements for communication initiatives.
• Translate performance insights into actionable recommendations and business improvements.

• Help drive optimization of inbound conversational AI experiences, self-service capabilities, and communication journeys.
• Support outbound communication strategies including proactive notifications, educational outreach, reminders, alerts, and engagement campaigns.
• Evaluate patient and prescriber journeys and identify opportunities to improve engagement, personalization, communication effectiveness, and channel adoption.
• Collaborate with CRM and engagement teams to ensure communications align across channels and touchpoints.
• Support testing, experimentation, and continuous improvement initiatives that drive measurable outcomes.

• Work closely with Operations, Business, Product, Technology, Analytics, Compliance, Marketing, Clinical, and Vendor partners to support delivery and execution.
• Serve as a subject matter expert on communication journeys, conversational AI capabilities, and engagement performance.
• Support governance activities, stakeholder communications, and executive reporting.
• Coordinate across teams to ensure successful implementation of enhancements and strategic initiatives.
• Assist with issue resolution, risk identification, and operational readiness activities.

• Identify opportunities to leverage AI, automation, and emerging technologies to improve customer engagement and operational outcomes.
• Support innovation initiatives that enhance customer experiences and expand self-service capabilities.
• Stay informed on industry trends and best practices related to conversational AI, digital engagement, CRM, and healthcare communications.
• Champion a culture of data-driven decision making and continuous improvement.

• 3+ years of experience in product management, business analysis, communications, customer engagement, healthcare technology, analytics, or related fields.
• Experience supporting customer, patient, or prescriber engagement programs and communication platforms.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience gathering business requirements and partnering with cross-functional teams.
• Strong written, verbal, and presentation skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrated ability to influence outcomes through collaboration and relationship building.
• Experience supporting patient, provider, prescriber, or healthcare stakeholder communications.
• Experience with conversational AI platforms, virtual assistants, communication orchestration platforms, or contact center technologies.
• Experience with CRM platforms, customer journey orchestration, communication strategy, or digital engagement technologies.
• Experience working with communication performance metrics, reporting, dashboards, and business performance analysis.
• Experience supporting healthcare, specialty pharmacy, PBM, or health services organizations.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.