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We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. 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.
Job Responsibility:
Identify effective service and operational level agreements, while proactively ensuring alignment
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
Lead or be engaged in projects to ensure that the 3rd party vendors are considered within the discovery or planning phases
Oversee vendors operational areas including general 3rd party vendor oversight and collaboration, business strategy planning, identifying operational risk areas, providing operational support onsite at Vendor sites when needed, vendor onboarding / decommissioning, new work transition or offshore work implementation, interface with Enterprise Leadership
Requirements:
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
Bachelor's degree required or relevant work experience as a substitute for a degree
Nice to have:
Deep understating of Call center Operations
Vendor/outsourcing knowledge
Operational Health Care industry knowledge
Strong Project Management
Advanced data and reporting development (i.e., Excel (Advanced), Power BI, Tableau, R-Studio, SQL Verint, Avaya)
Knowledge of 5 why’s methodology of root cause analysis
What we offer:
Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching