Manager - Health Care Quality Project Management

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Aetna Medicare Healthy Outcomes Team is at the center of a high-impact, member-first engagement strategy designed to improve health outcomes for the Medicare population. Through compassionate, personalized outreach, we empower members to better understand and use their benefits while promoting preventive care and healthy behaviors.

We are seeking a people-focused, performance-driven Manager to lead a team of Health Advocates in delivering meaningful, high-quality member interactions. This role is ideal for a leader who thrives on developing talent, driving operational excellence, and making a measurable difference in member experience and health outcomes.

What You’ll Do

Lead and Develop a High-Performing Team

• Inspire, coach, and develop a team of Health Advocates to deliver exceptional member experiences
• Foster a culture of accountability, engagement, and continuous improvement
• Recognize and reward strong performance while proactively addressing gaps

Drive Operational Excellence

• Oversee daily operations including staffing, workflows, productivity, and quality outcomes
• Monitor performance trends and implement strategies to improve both efficiency and effectiveness
• Ensure consistent execution of outreach strategies aligned with organizational goals

Enhance Member Experience

• Support resolution of complex or escalated member needs with empathy and urgency
• Champion a member-first mindset across the team
• Ensure every interaction helps members clearly understand and access their benefits and helps them in completing important care activities like screenings, tests, refilling medications, and setting appointments for essential follow-up care

Leverage Insights and Solve Problems

• Analyze team and program performance to identify trends, risks, and opportunities
• Develop and implement practical solutions that improve outcomes for both members and staff
• Use data to inform decisions and drive measurable results

Collaborate and Influence

• Partner closely with leadership, peers, and cross-functional teams to achieve shared goals
• Communicate effectively across all levels, ensuring alignment and transparency
• Lead and contribute to key initiatives, process improvements, and change efforts

What You Bring

• Strong leadership skills with a passion for coaching and developing others
• Ability to balance people leadership with operational rigor and performance management
• Critical thinking and problem-solving capabilities in a fast-paced environment
• Excellent communication and collaboration skills
• Commitment to maintaining confidentiality and acting with integrity

Why This Role

• Opportunity to directly impact member health outcomes at scale
• Lead a team in a mission-driven, high-visibility program
• Play a key role in shaping outreach strategy and continuous improvement
• Work in an environment that values innovation, empathy, and accountability

Success in This Role Looks Like

• A highly engaged, high-performing team delivering strong quality and productivity results
• Improved member experience and increased compliance on important screenings, tests, and health activities
• Proactive identification and resolution of operational challenges
• Strong partnerships across teams and consistent leadership presence

Required Qualifications

• 5 years experience managing workloads, productivity, and quality metrics
• 1 + years coaching and developing, and improving individual and team performance
• 5 + years Experience supporting or improving member experience, engagement, or outreach programs within healthcare
• Strong verbal and written communication skills
• Critical thinking skills with the ability to manage competing priorities in a fast-paced environment
• Comfortable leading through change and driving continuous improvement initiatives
• Ability to handle sensitive information with discretion and maintain confidentiality
• Commitment to delivering a high-quality, empathetic member experience
• 
  Preferred Qualifications

• Experience working with Medicare and/or Medicaid populations, including familiarity with benefits, member engagement strategies, or Stars/HEDIS measures
• Background in call center or telephonic outreach environments, with demonstrated success managing performance, quality, and productivity
• Project management experience, including leading cross-functional initiatives, implementing process improvements, or driving change efforts
• Experience using data and reporting tools to monitor performance, identify trends, and inform decision-making

Education

• High School Diploma or equivalent required
• Bachelor’s degree strongly preferred, or equivalent

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.