Product Management Advisor, Patient Communications - Accredo

Cigna Health and Life Insurance Company; Bloomfield (CT); On-site; USD 95,000 - 158,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Well-being programs

401(k)

Tuition reimbursement

Paid time off

Paid holidays

Job summary

The Cigna Group is seeking a Product Management Advisor, Patient Communications, to lead AI-powered IVR initiatives across patient and prescriber interactions, shaping strategy, optimization, and performance. You will partner with Operations, Product, Analytics, and Vendors to deliver data-driven improvements that drive measurable business value in healthcare communications.

Ideal candidates bring 3+ years in product/analytical roles, strong collaboration skills, and experience with CRM and

Qualifications

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

Responsibilities

• Support AI-Driven IVR strategy and optimization; document requirements and inform product decisions.
• Analyze engagement and performance; define KPIs and report insights.
• Improve inbound/outbound engagement experiences and journey optimization.
• Collaborate across Operations, Business, Product, Technology, Analytics, Compliance, Marketing, Clinical, and Vendors.
• Drive continuous improvement using AI, automation, and emerging technologies.

Skills

Product management

Analytics

Stakeholder engagement

Cross-functional collaboration

CRM systems

Data analysis

Conversation AI

AI-powered IVR

Tools

CRM systems

Reporting dashboards

Analytics tooling

Job description

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.

SALARY AND BENEFITS

For this position, we anticipate offering an annual salary of 94,900 - 158,100 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, 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.

ABOUT EVERNOATH 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.

EQUAL OPPORTUNITY STATEMENT

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 [e-mail] 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. Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.