Sr Manager - Clinical Contact Channels

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.Join Aetna's Clinical Enablement organization as a Senior Manager, Contact Channels, supporting the transformation of Care Management through the OneCM Platform. This role focuses on the configuration and optimization of telephony and contact channel technologies, including Salesforce Health Cloud and Five9, to streamline clinical operations and enhance member engagement. As an individual contributor, you will collaborate across teams to drive execution, resolve issues, and ensure readiness for platform enhancements.Key Responsibilities

• Support configuration and rollout of Telephony/CTI/Auto-Dialer systems, including Five9, Avaya, Cisco, and Verint.
• Translate business needs into actionable system requirements and user stories.
• Partner with Product Owners and technical teams to ensure alignment on contact channel capabilities.
• Document workflows, decisions, and control points to support implementation and compliance.
• Monitor and report on business readiness, risks, and implementation progress.
• Contribute to Agile ceremonies and support SAFe methodology adoption.
• Identify and escalate process gaps and optimization opportunities.
• Collaborate with cross-functional teams to ensure seamless integration of contact channel workflows.
• Provide subject matter expertise on campaign management and auto-dialer operations.

Required Qualifications

• 5+ years of experience in telephony/contact channel administration.
• Hands-on experience with Salesforce Health Cloud and CTI integrations.
• Proficiency in Five9, Avaya, Cisco, and Verint platforms.
• Strong understanding of campaign management and auto-dialer operations.
• Experience working in Agile/SAFe environments.
• Ability to communicate effectively across technical and business teams.
• Advanced proficiency in Excel, PowerPoint, Miro, and Rally.

Preferred Qualifications

• Exposure to Omni-Channel technologies (Chat, Email, SMS, Video).
• Prior experience with Health Cloud implementations.
• Background in healthcare or insurance operations.

Education

Bachelor's degree or equivalent work experience.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.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 10/17/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Client-provided location(s): Peoria, IL

Job ID: CVS-R0723249_1001

Employment Type: FULL_TIME

Posted: 2025-10-15T20:07:46