Member Experience Program Manager Job Listing at CVS Health in Saint Paul, MN (Job ID R0171502)

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. *Overview* Join our team at *Resources for Living*, where we prioritize enhancing members' mental, physical, and emotional well-being through a comprehensive approach. Our program transcends the typical employee assistance program (EAP) by offering both in-person and digital services designed to boost employee engagement. As a Member Experience Program Manager, you will  oversee initiatives aimed at enhancing the overall satisfaction and engagement of our members. Your role involves designing and implementing programs to optimize their mental, physical, and emotional well-being, ensuring they have access to a range of services both in-person and digitally. With a focus on prevention and early intervention, you will use data-driven insights to continually improve the member experience and promote healthy living. *Position Summary* * Uses data and experience insights to develop leading and lagging indicators of member experience * Identifies areas of focus based on trending and works collaboratively to identify solutions * Lead member experience implementations through others, as well as directly, for successful delivery of remediation and new programs to drive measurable member experience * Develops project plans and ensures that implementations are completed on time, within budget, and meeting/exceeding client expectations * Proactively keeps internal and external stakeholders informed of progress and risks * Uncovers and drives resolution on key operational and policy differences * Establishes implementation and post go-live balanced  scorecard to identify leaning and lagging indicators of success *Ongoing Process Improvement* * Identify cross-department trends and take initiative to improve processes, communications, and required training within the operations team * Design and enhance implementation processes to support the discovery, design, development, and execution of key member experiences with a heavy focus on change management * Bring solutions-based insights when collaborating with cross-functional team leads *Partner Relationship Management* * Address complex partner issues and drive cross- functional issue resolution that demonstrates a deep understanding of Resources for Living practices and operating model *Required Qualifications* * Ability to communicate in a highly effective manner with internal and external constituents in both written and oral format.  Proven success with content creation strategy.  * Experience with large scale program delivery * Proven track record of creating accountability *Preferred Qualifications* * Ideal candidate will have 5-10 years of work experience in project or account management, change management, implementation, or equivalent work experience * Proven track record of developing successful partner relationships and programs that drive partner revenue at scale * Ability to take an analytical approach to solving problems in a fast-paced environment * Ability to recognize process improvement opportunities and partner cross-functionally to implement improvements * Possesses sound business judgment and tact; understands and takes into account downstream operational dependencies and tradeoffs * Prior work experience in healthcare/home care or start- ups preferred *Education* * Bachelor's degree or equivalent experience *Pay Range* The typical pay range for this role is: $79,200.00 - $174,200.00 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.  This position also includes an award target in the company's equity award program.    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: 04/26/2024