Executive Director, Caremark Member and Provider Communications

CVS Health • Irving, TX

4d

About The Position

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. Position Summary CVS Caremark is the nation's leading pharmacy benefit manager (PBM). We work to ensure the path to better health is affordable, easy to access, and simple to follow, for our 103 million plan members. We provide personalized support to help people start and stay on their medications, because people who take their medications have better outcomes and lower health care costs. CVS Health is seeking an Executive Director of Caremark Member and Provider Communications. This role requires an agile, collaborative leader to oversee all PSS (Pharmacy Services Segment) Member Communications across print channels and digital optimization. The Executive Director will partner closely with teams across PSS—including Sales, Operations, Marketing, and Product—to drive alignment and elevate communication effectiveness. This position is accountable for end‑to‑end operational execution, governance, process optimization, and strategic advancement of member and provider communication capabilities.

Requirements

• The candidate will have a strong work ethic, be a self-starter, and be able to be highly productive in a dynamic, collaborative environment.
• This position offers broad exposure to all aspects of the company’s business, as well as significant interaction with all the business leaders.
• The candidate will be expected to have the following key attributes:
• More than 15 years of leadership experience within healthcare and/or higher education, preferably in strategic, operational, or communications roles with a proven record of driving business outcomes.
• Experience leading communication strategies, teams, and overall end-to-end communication governance and processes.
• Extensive experience leading cross-functional initiatives and driving innovation; through a matrix environment.
• Experience facilitating buy-in and engagement across diverse stakeholder groups – including external clients and vendors.
• Experience working with external clients, internal partners, and leading vendors.
• Experience presenting and influencing varying levels of colleagues, including the PBM Executive Committee, across executives, and all-levels of leadership.
• Demonstrated success in the areas of collaboration, team work, and execution across multiple departments to deliver results.
• Strong decision-making, analytical and organizational skills.
• Ability to develop and execute strategic and tactical business plans.
• Exercise sound business judgment to achieve proper balance between objectives and stakeholder engagement.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Direct Oversight: Member Communication Operations (MCO) - Lead and manage end‑to-end MCO operations, including workflow optimization, process governance, and continuous improvement initiatives.
• Marketing Creative Development - Provide leadership, direction, and quality oversight for teams responsible for branding, creative standards, and verbiage guidelines for all member communications.
• Marketing Custom Client Requests - Oversee governance, intake, and execution processes for custom member communication requests from the Marketing Custom Client Group.
• Vendor Management (Print, Digital, Mail) - Streamline and oversee relationships with print, digital, and mail vendors while driving consolidation and operational efficiency.
• Member Communications Governance & Compliance - Lead regulatory oversight, ensuring all member communications remain compliant with evolving policies and requirements.
• Indirect Oversight: Product - Collaborate with the Product team and MCO to guide development of member-facing product materials.
• Sales & Account Management - Strengthen partnerships to ensure client‑specific member communication needs are accurately captured and executed.
• Marketing - Support and govern member-specific communication programs, such as welcome kits, education campaigns, and other engagement initiatives.
• Other Caremark Operations: Specialty Operations - Support Specialty Member Communications by partnering with their MCO teams—overseeing processes, automation, and escalation pathways.
• Mail Operations - Partner with Mail Operations MCO to oversee member communication processes, including automation and escalation management.
• Member Grievances - Work collaboratively with Caremark Member Grievances to advance automation and improve communication systems and workflows.
• Clinical Operations - Support member and provider communications related to Prior Authorization, as well as programs serving Medicare and Medicaid populations.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees