At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Position Summary
Provides strategic oversight to client services advocates and the business relationships associated with it. Manages the overall direction of client advocate teams. Drives continuous process improvement and implements strategies and solutions to enhance customer service delivery.
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Cultivates strong relationships with the Field Account Executives. Account Managers. Brokers and Plan Sponsors. Understand and exceed service levels and expectations, share process improvements, discuss operation of plans, identify gaps in service levels, determine root causes and develops solutions. Identifies customer specific service issues, identifies solutions, and leads resolution issues working with other areas to implement What you will do
- Communicate direction for client facing individual contributors approximately 6 employees, and ensures methods align with organizational goals and objectives.
- Identifies opportunities for process level design issues and synthesizes findings to generate solutions.
- Leads projects that deliver solutions to support continuous process improvement.
- Develops escalation team standards and evaluates operational metrics with key business partners, including business reviews with the executive level.
- Champions department position while acting as an advocate for clients and brokers.
- Collaborates with internal and external partners to analyze industry challenges, identify relevant solutions, and stay current with processes that connect operations, account management, clinical services, and claims adjudication, ensuring business continuity across the enterprise.
- Delivers both short- and long-term strategies, and processes to ensure compliance with enterprise standards and regulatory requirements.
- Proactively partners with operational departments in troubleshooting and escalating program issues
- Manages operational aspects of the team (e.g., budget, performance, and compliance), and implements workforce and succession plans to meet business needs.
- Mastery of growth mindset (agility and developing yourself and others) skills
- Minimum 5+ years of Client service/account support experience
- Healthcare experience and knowledge
- Proven experience leading teams, projects, or mentoring/training employees
- Adept at collaboration and teamwork
- Adept at execution and delivery (planning, delivering, and supporting) skills
- Mastery of problem solving and decision-making skills
- Candidates in Central Region
- Proven experience as a People Manager
- TPA or/and Self-Insurance knowledge
Bachelor's degree preferred/specialized training/relevant professional qualification.Pay Range
The typical pay range for this role is:$67,900.00 - $182,549.00
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. This position also includes an award target in the company's equity award program.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 peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.