Description
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* The Manager role with Specialty Vendor Management has a highly visible role within the Specialty Operations, and Enterprise Leadership groups at CVS Health. Supporting Specialty Vendors, while interfacing with the multiple departments and business owners to provide Top 2 Box customer satisfaction. In this position, the Manager will use his/her proven leadership skills to leverage a diverse team to provide resources supporting call center vendors central to the operations of CVS Health. The Manager will partner with contracted 3rd party vendor operations (domestically and internationally) to: * Identify effective service and operational level agreements, while proactively ensuring alignment * The candidate will need to possess an operational and data acumen to be able to communicate effectively with both internal and external operational teams * Establish critical key performance indicators jointly with the vendor(s), the operational business owners, and resource planning. * Establish operations and reporting protocols as well as drive improved patient experience and NPS performance. * Enhance & improve vendor processes, including but not limited to: reviewing or recommending innovative solutions that will positively impact our patients, general strategic planning, analysis of data, and overall operational performance deliverables. The Manager will lead or be engaged in projects to ensure that the 3rd party vendors are considered within the discovery or planning phases, have the necessary understanding of all requirements and have complete all required work as needed. There will be times that business owners need assistance with the knowledge of the 3rd party vendor's setup and operations to ensure transparency and the ability to manage CVS Health's organizational business models with the vendor's support. The Manager role with Specialty Vendor Management will oversee vendors operational areas, covering: * General 3rd party vendor oversight and collaboration * Business Strategy Planning for each vendor. * Work with vendor site leadership to identify operational risk areas, & provide solutions to correct gaps * Provide operational support onsite at Vendor sites when needed, i.e., Testing, Ramp, Welcome Season: * Vendor onboarding / decommissioning * New work transition or offshore work implementation * Interface as needed with all levels of Enterprise Leadership to ensure that they are aware of vendor performance and engaged / accountable where support from their organization is paramount to vendor operational success *Required Qualifications* * Minimum 5 years of experience with 3rd party vendor and/or operational performance management. * Advanced computer skills – Microsoft Project, Visio, Word, PowerPoint, Excel 365 (Advanced), TEAMs. * Demonstrated expertise in pharmacy operations, pharmacy benefit management and/or call/processing center operations. * Excellent communication skills with the ability to present complex information to various stakeholders. * Proficiency in data analysis, financial modeling, and business intelligence tools. Strong problem-solving and critical-thinking abilities. * Must be able to work independently with all levels and in every area of the Organization * Regular and predictable attendance * Colleague will be required to work mandatory overtime/extended work week when needed *Preferred Qualifications* * Advanced data and reporting development (i.e., Excel (Advanced), Power BI, Tableau, R-Studio, SQL Verint, Avaya). * Strong Project Management * Deep understating of Call center Operations * Operational Health Care industry knowledge * Vendor/outsourcing knowledge * Knowledge of 5 why's methodology of root cause analysis *Education* Bachelor's degree required or relevant work experience as a substitute for a degree. *Pay Range* The typical pay range for this role is: $54,300.00 - $119,300.00This 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](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 05/10/2024
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