Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
CVS Health is on a mission to transform healthcare. With a shared vision to make healthier easier, we are investing in new ways to care for our communities, built on the foundation of our brick-and-mortar footprint. To enable this purpose, we have several initiatives, existing and new, that are re-inventing pharmacy and enabling better health outcomes. In the Retail Field Organization, we support our Company's purpose by ensuring we train and develop best- in-class health care providers that employ both clinical and retail expertise to deliver personalized, caring patient experiences resulting in optimal patient health outcomes.
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The Retail Healthcare Delivery Support Specialist works under the guidance of the Senior Manager, Retail Store Operations, Field Support Retail Store Operations Business Support to support a portfolio of new retail healthcare delivery formats in which we strive to implement financially viable models that achieve our strategic vision while creating an elevated experience for customers and colleagues.
To achieve this, you will use your collaboration skills to help the team build strong relationships with partners in multiple business units including Store Operations, Enterprise Strategy, Retail Growth, Human Resources, Learning & Development, Finance, Real Estate, Construction etc., including direct engagement with Oak Street Health, Carbon Health, Signify, clinical expansion workstreams and other critical players in the store format expansion. You will support the team as they guide the strategy and implementation of a portfolio of new store formats end to end operationally, including the operating model design and enablement through those key partners including our field and store teams. You will engage with other teams to help support influencing their processes across multiple formats and support the development of processes for monitoring and tracking success. You will support field leaders to provide enriching and engaging transformations into new ways of working. You will engage with the TMO and PMO and ensure all operational deadlines and timelines are maintained.
You will impact our business in the following ways:
- You will support the strategy for how to operate and partner on how we will transform and deploy new services in new formats. You will advocate for our pharmacy and store teams to ensure the experience is smooth, engaging, well understood, effectively implemented, and meets our pre-determined markers of success. You will also serve as a subject matter expert for all retail store and pharmacy operations and partner and advocate with the team to engage and develop our colleagues to ensure caring and empathetic interactions with our store and pharmacy customers.
- You will support all internal processes needed from partners to successfully roll out new formats. You will execute field and store communications, tools and interactions related to store transformations. This includes but is not limited to - notification, disruption, construction periods, pre-launch and post launch periods. You will ensure all store and field teams have the training and tools necessary to be successful.
- You will help the team ensure all clinical skills, operational effectiveness, and leadership skills are in place at the right time to meet the needs of these businesses. This includes but is not limited to support in driving effective prescription growth, implementing innovative pharmacy and service strategies that differentiate CVS pharmacy from our competitors, leading with heart to engage, inspire and develop our colleagues, as well as reinforcing our focus on community responsibility in a highly regulated industry.
- Finally, you will support the team in influencing leadership development and engagement programs for roles that act as mentors to ensure we have the appropriate level of talent to support current and future needs. Together, we will develop and mentor the next generation of extraordinary leadership talent for continuous growth of these programs!
- Support the strategy for both short-term/long-term Healthcare Delivery formats and key new clinical concepts deployed in retail locations as well as select services outside of retail. Our strategy is focused on developing the concepts, creating synergy between business objectives, improving patient outcomes, and simplifying store operations to focus on growth through new channels.
- Ensure that operational processes occur and stay on track that support the various phases of format launch, including supporting field and store teams through the process.
- Develop and periodically update all tools and resources for internal, corporate (CSC) teams, and field / store teams for successful engagement and deployment on critical timelines to launch new programs.
- Develop and update trainings/communications for successful field and store transformations from engagement to launch and post launch, including modifications needed to KPIs and success metrics.
- Support the development of success metrics and KPIs for retail store operations in the new format space including updates needed to reporting/compensation. Support the team leaders in developing and maintaining the principal narrative of transformation to drive engagement of existing and future employees of CVS.
- 3+ years of full-time work experience in a retail and/or corporate environment
- 3+ years of experience building and delivering leadership-facing presentations and materials
- Ability to work independently and to navigate through ambiguous situations that may periodically arise
- Flexible working style to successfully navigate a changing landscape as we pilot multiple concepts
- Strong interpersonal skills as demonstrated by successful collaboration to achieve shared goals
- Strong time management skills, evidenced by experience being accountable to multiple deliverables on staggered deadlines
- Strong personal integrity and judgment, evidenced by a track record of managing highly sensitive or highly visible business matters
- Strong communication skills in both formal and informal writing and speech
- Strong analytical skills
- Demonstrated growth mindset and willingness to learn and accept feedback
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Periodic travel, up to 10%, may be required based on the needs of the business
- 5+ years of experience identifying and defining business problems and issues, and developing strategic, analytical, and financial frameworks to conduct analysis, build business cases, and measure success
- 5+ years of retail store and/or field experience, ideally in-store as a Store Manager, DTSM, DPC, Field Trainer or similar
- Master's degree
Bachelor's degree or equivalent relevant experience
Pay Range
The typical pay range for this role is:
$43,700.00 - $107,200.00
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 05/03/2024
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.