Senior Manager, Client Benefits

As a Client Benefits Senior Manager, you will be responsible for leading a team of requirements managers and Requirement Advisors for designated clients in the Health Plan market segment. You will plan, direct, supervise, and help evaluate workflow and coordinate work activities to achieve service level goals, quality, and productivity of your high functioning team.
You are the Client’s Primary POC for Client – benefits, clinical, testing, and specialty across all lines of business and serves as an escalation point for all the Client’s PBM services. You are responsible for consulting with the Client to define solutions that will meet their goals and objectives. This role will collaborate with the Client, Consultants, Account Management, Benefits and Clinical Operations team members to ensure the Client and CVS Caremark business decisions are aligned. They will utilize customer focused principles, CVS Caremark standards and best practices to deliver high quality solutions and promote customer satisfaction.
Some of your key responsibilities will include:

• Ensuring all Client projects remain on track and have proper representation and support. This includes being aware of all issues and risks associated with our PBM services and the actions being taken to resolve and mitigate them.
• Encouraging teamwork and a supportive departmental culture with an emphasis on ensuring outstanding client service
• Leading professional employees and/or managers
• Coaching your team to identify and resolve challenges by analyzing information and figuring out appropriate solutions and driving to practical and creative solutions
• Act as a liaison between Benefits and other internal departments to partner on projects where input, consultation or work is needed from non-Benefits related teams.
• Leverage operational metrics and production correction root cause analysis information to identify trends and suggest improvements related to requirements gathering, configuration and testing processes to eliminate issues in the future.
• Define and maintain the Client strategy and solution roadmap to meet the Client’s goals. This responsibility includes defining solution timelines and formalizing Client commitments.
• Facilitating meetings to ensure Client and CVS Health business decisions are aligned.
• Collaborating with other teams to resolve administration related issues and workflow issues
• Answer questions from Benefits and Clinical Operations team members, internal CVS partners, and the Client to achieve intended outcomes.
• Research potential Client issues with Benefits and Clinical Operations team members and provide strategic expertise on how to solve for any issues identified.
• Monitoring business needs and developing documented processes and procedures as needed to build and maintain effective and productive workflows
• Identify and implement actions to improve client satisfaction scores based on the Customer Relationship and Loyalty Survey (CRLS) feedback.
• Partner with the IT department to submit requests for new capabilities to support Client solutions.

Pay Range
The typical pay range for this role is:
Minimum: 75,400
Maximum: 162,700
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications

• 5 or more years of experience in PBM or Managed Care
• At least 3 years of demonstrated leadership experience, coaching, and mentoring high performing teams, with a preference for experience leading teams linked to benefit operations in the requirements and configuration for PBM implementations or Health Plan accounts, or similar field within a healthcare/PBM industry

Preferred Qualifications

• Strong decision making and creative problem-solving skills
• Excellent organizational and time management skills
• Proven track record of client facing experience
• Experience working in Sales Force.com, RxClaim and Microsoft Suite of Programs
• Able to work in fast paced and changing work environment with quick turnaround.
• Ability to coach, manage, mentor, develop and guide employee performance.
• Ability to effectively present information and respond to questions from groups of associates, leaders, and clients

Education

• Bachelor Degree required
• Equivalent experience may be considered

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.