Job Information
CVS Health Lead Director, Service Operations in Olympia, Washington
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.
Position Summary:
The Lead Director is responsible for leading and optimizing functions within the New Plan Build as well as future operation areas, including all internal resources and outsourced support. This role will administer the strategy for monitoring and improving operational functions aligning policies and procedures with organizational objectives. Controls performance management and contributes to top-level decision making for the Customer Facing Operations Organization. This individual will develop and implement a comprehensive roadmap for Plan Build to enhance client satisfaction, drive operational efficiency, and foster continuous improvement. The ideal candidate will be a strategic leader with a deep understanding of Implementation/Onboarding best practices and technology solutions.
Key Responsibilities:
Leads continuous improvement initiatives to enhance Plan Build management processes, increase efficiency, and reduce defects across the organization.
Collaborates with various departments, such as Core Operations - Claims, Implementation/Onboarding, Eligibility, Appeals, Compliance and Client Management, to ensure quality considerations are integrated into all aspects of the organization's operations.
Collaborate with cross-functional teams, including Client Management, Local Market Development, IT and others to drive a customer-centric culture and improve service touchpoints. Develops and maintains strong collaborative relationships maintain excellent lines of communication and share resources to meet common service center objectives.
Establishes and maintains a robust Plan Build quality management system by developing quality policies, procedures, and guidelines that comply with industry standards and regulatory requirements.
Analyzes data and generates regular reports on KPIs and metrics using data-driven insights to communicate quality performance to senior management.
Manages the budget and allocates resources effectively to support operation and improvement efforts.
Provides leadership and guidance to department teams and direct reports, overseeing their work, conducting performance evaluations, and providing training and development opportunities.
Responsible for bringing forward new technology and service processes that will result in improved member and provider experiences, while also driving efficiencies in the customer service organization.
Manage and optimize relationships with future outsourcing partners to ensure performance, cost-effectiveness, and seamless integration with internal operations.
Implement and leverage technology solutions, such AI chatbots and other automation tools, to enhance service capabilities.
Sets strategic direction and influencing change that resulted in quantifiable positive outcomes.
Ensures regulatory compliance.
Develop and implement training programs to ensure teams are equipped with the skills and knowledge to provide exceptional support.
Stay informed of industry trends, customer expectations, and emerging technologies to maintain a competitive edge.
Required Qualifications:
5+ years' experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application.
5 + years' management and leadership experience.
Adept at execution and delivery (planning, delivering, and supporting) skills
Adept at business intelligence
Preferred Qualifications:
Mastery of problem solving and decision-making skills
Mastery of growth mindset (agility and developing yourself and others) skills
Education:
Bachelor's degree in a closely related field, or equivalent combination of education and experience.
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00
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 people
We 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/benefits
We anticipate the application window for this opening will close on: 05/02/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. 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.