Product Management Advisor, Patient Communications Accredo

SUMMARY:

As a Product Management Advisor Patient Communications you will support the strategy optimization and performance of AI-powered patient and prescriber communication experiences across inbound and outbound engagement channels. This role will focus on AI-driven IVR and related customer engagement platforms ensuring communication experiences are effective scalable data-driven and aligned to business objectives. This role serves as the primary product and analytics lead supporting AI-driven IVR-powered patient and prescriber communications helping drive communication strategy engagement effectiveness performance measurement and continuous optimization across inbound and outbound experiences.

As a key partner across Business Operations Product Analytics Technology and Vendor teams to support conversational AI capabilities communication effectiveness stakeholder engagement outcomes and operational performance this role combines product management analytics journey optimization and continuous improvement to enhance patient and prescriber experiences while driving measurable business value.

This is an opportunity to help shape the future of patient communications through the use of data customer insights automation and AI-enabled engagement solutions.

RESPONSIBILITIES:

Support AI-Driven IVR Product Strategy and Optimization

• 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.

Drive Communication Performance and Analytics

• 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.

Support Inbound and Outbound Engagement Experiences

• 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.

Partner Across Cross-Functional Teams

• 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.

Drive Continuous Improvement and Innovation

• 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.

IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:

• 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.

If you will be working at home occasionally or permanently the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position we anticipate offering an annual salary of 94900 - 158100 USD / yearly depending on relevant factors including experience and geographic location.

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

At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll 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 .

About Evernorth Health Services

Evernorth Health Services a division of The Cigna Group creates pharmacy care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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 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.

Required Experience:

Unclear Seniority