Lead Director – Service Operations
| Company | CVS Health |
|---|---|
| Location | Salt Lake City, UT, USA, Madison, WI, USA, Boston, MA, USA, Olympia, WA, USA, Indianapolis, IN, USA, Bismarck, ND, USA, Des Moines, IA, USA, Nashville, TN, USA, Harrisburg, PA, USA, Washington, DC, USA, Austin, TX, USA, Augusta, ME, USA, Providence, RI, USA, Jackson, MS, USA, Lincoln, NE, USA, Raleigh, NC, USA, East Lansing, MI, USA, Frankfort, KY, USA, Richmond, VA, USA, Annapolis, MD, USA, South Dakota, USA, Tallahassee, FL, USA, Salem, OR, USA, Concord, NH, USA, Topeka, KS, USA, Boise, ID, USA, Carson City, NV, USA, Trenton, NJ, USA, Little Rock, AR, USA, Sacramento, CA, USA, Cheyenne, WY, USA, Santa Fe, NM, USA, Columbus, OH, USA, Hartford, CT, USA, Springfield, IL, USA, Oklahoma City, OK, USA, Baton Rouge, LA, USA, Jefferson City, MO, USA, New York, NY, USA, Phoenix, AZ, USA, Denver, CO, USA, Columbia, SC, USA, Montpelier, VT, USA, Atlanta, GA, USA, Helena, MT, USA, St Paul, MN, USA, Dover, DE, USA, Charleston, WV, USA, Montgomery, AL, USA |
| Salary | $100000 – $231540 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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
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.
Preferred Qualifications
- Mastery of problem solving and decision-making skills
- Mastery of growth mindset (agility and developing yourself and others) skills