Would you like to join CVS Health as a leader within our dynamic and growing Ethics Line team?
Our Ethics Line is a resource that strongly supports over 300K colleagues plus contractors, vendors, suppliers, clients, and customers to report concerns around compliance with laws, policies, or other ethics matters. Combined with Aetna, over 10K compliance/ethics related calls are received annually and led by the Ethics Line team from receipt, through investigation, to conclusion and resolution. You will lead a team of Ethics Case Managers and have direct responsibility for the life cycle of cases from triage to resolution. In addition, you will develop and oversee an internal quality assurance strategy across the Ethics program while focusing on continuous improvement.
Additional responsibilities include:
•Monitor and oversee team caseload to ensure team resources are utilized effectively.
•Lead Ethics Line case aging to obtain a strong balance between timely case closure and detailed/thorough investigations.
•Ensure the Ethics Line team policies, procedures, methodologies, and protocols are documented in writing, periodically updated, and followed appropriately.
•Complete detailed reviews of case closures, validating consistent and thorough outcomes.
•Identify and implement process improvements to achieve best in class results, including using technology and automation to enhance the Ethics Line program.
•Work in partnership with applicable partners across the enterprise, including Advice and Counsel and the Employee Relations (ER) Call Center management to manage cases effectively.
•Maintain relationships with key third party vendors and internal partners ensuring external and internal systems supporting Ethics Line functions are effective and efficient. Communicate on a regular basis with key third party vendors to review opportunities for improvement.
•Develop and oversee performance scorecards across the team and actively monitor team performance metrics, including case quality, turnaround time(s), and case aging.
•Prepare case metrics and reporting for senior leadership and partner with the Compliance Analytics team to develop Ethics Line reporting as requested.
•Exhibit strong leadership skills with a focus on the development of team members and building an effective team with diverse and complementary skillsets.
To be successful in this role, you will need to possess the following:
•Experience prioritizing tasks and resolving time-sensitive escalation issues or concerns to leadership across multiple business lines.
•Computer experience, including proficiency with Outlook, Word, Excel, and PowerPoint.
•Self-starter with strong critical thinking and problem-solving skills.
•Highly focused on quality work product, accuracy, and attention to detail.
•Excellent interpersonal and communication skills.
•Ability to work independently and take initiative.
-Minimum 8 years in operational quality management, case management, quality improvement, or a mix of similar roles within a highly confidential environment.
-Minimum of 5 years leadership experience, cultivating relationships, fostering collaboration, and influencing others enterprise wide.
-Travel up to 20% of the time, as needed, to meet business needs.
-Healthcare compliance experience.
-Bachelor's Degree is required.
-Masters Degree is a plus
It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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