Manager - Client Operations (IC)

CVS Health

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 The Manager of Client Operations is responsible for providing technology support for contracted clients within the Pharmacy Services Segment (PS) of DDAT for all Lines of Business (Commercial, Medicare, Medicaid, and affiliated clients). In this role, you will serve as an intermediary between PBM clients, the IT organization, and other internal functional areas, predominantly Sales, Account Management, and Implementations. This person is accountable for providing superior service to members, developing and maintaining positive relationships with client resources, managing critical technology issues, and understanding custom client IT work. Specifically, this manager will act as a voice for the client within the organization, communicating technology opportunities, needs, and concerns to internal teams like Product and Engineering. A successful candidate will need to quickly build relationships with key internal stakeholders to identify and leverage operational efficiencies, as well as build relationships with client contacts to understand their needs and deliver quality results. Personal Attributes: Thrives in a dynamic, high-pressure environment where teamwork and personal drive are essential to success Strong desire to build a network of relationships with clients and key stakeholders Comfortable presenting to large groups of attendees, including developing and presenting slides or other information to accomplish goals Influential on cross-functional teams within a large, matrix organization A resourceful individual with a drive to ensure that CVS Health maintains its position as a leader in the healthcare marketplace A critical and logical thinker with the ability to analyze problems and define solutions Interest to deeply understand and comply with internal and external rules, policies, and regulations Flexible and responsive to unexpected requests and the ability to adhere to both known and unexpected deadlines with quick turnaround Comfortable managing multiple tasks simultaneously and with the flexibility to adjust priorities to meet deadlines with initiative and a sense of urgency Exhibits decisiveness and good judgment, even in ambiguous circumstances

Requirements

4+ years of professional experience, demonstrating increasing responsibility with roles in IT, Production Support, Account Management, Engineering, Consulting, or similar experience
3+ years of PBM systems or health care organization work experience
3+ years working in a client-facing role, supporting custom interactions and client management.
3+ years of experience building a network of connections across multiple functions/silos in a complex matrixed environment for navigating internally to meet the client's needs
2+ years defining and documenting custom IT solutions.
2+ years of project/portfolio management or SDLC, preferably in IT
2+ years of digital technology project management experience
Willingness and ability to travel up to 30% for client support, as well as to provide occasional after-hours support for client implementations validation and incident management as needed.

Nice To Haves

Background in client operations, technology consulting, and IT application engineering or infrastructure processes
Strong communicator, both verbal and written, with the ability to influence across functions and at all levels of an organization
Highly organized and able to provide positive leadership across multiple cross-functional teams in a fast-paced, complex working environment while demonstrating a high level of independent judgment and proactivity
Solid track record of motivating change in a large, cross-functional organization
Experience with conflict resolution and negotiation
Demonstrated critical thinking skills leveraging data-driven decision making and quantitative analysis
Familiarity with contract and service-level agreement (SLA) management
Understanding of risk and issue management processes

Responsibilities

Client Advocacy & Relationship Management Build and manage the IT client relationship by acting as a single liaison and advocate between IT and the Account Management Team.
Provide ongoing IT support and analysis to both the client and business by gaining a thorough knowledge of clients’ architecture and custom IT work.
Communicate scheduled and unscheduled application outages to assigned client(s).
Facilitate meetings with both technical and business audiences, often across multiple functional departments.
Prepare materials and presentations for the client team in a way that adds value and is easily understood by others who may not have the same background or expertise.
Contribute to various levels of client reporting and presentations.
Coordinate highly escalated member and client issues to ensure consistent, data-driven communications and sustainable resolutions.
Technology & Operations Support Coordinate client support and triaging efforts for both production and lower-level environments.
Act as a resource for the production support team and manage stakeholder communications, including client-facing communications and SLAs.
Drive ticket escalations to address concerns in a timely manner through the appropriate channels.
Partner with other enterprise teams like infrastructure, engineering, quality, change management, incident management, etc. for issue resolution.
Support annual Welcome Season activities on 1/1 and monthly Go-Lives by attending business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs.
Provide and maintain on-call support plans for the team.
Follow internal CVS Health processes around testing, release, and change management.
Other duties as requested.
Portfolio & Risk Management Manage initiatives and team members that span across all technology teams and require communication and influence at all levels of the organization.
Track, manage, and validate that project and action commitments are being met across all business units, as well as the internal and client teams.
Understand technology impacts on a global landscape to identify gaps and manage associated risks.
Engage with the service warranty and CAP (corrective action plan) process when impact requires a technology solution.
Provide client IT Account Management and contractual support, including to ensure that client Service Level Agreements (SLAs), PGs, and IT commitments are understood and met.
Innovation & Enablement Collaborate with Account and Product teams on new offerings and how best to position them with the CVS and client teams.
Serve as a CVS application SME for core applications to help continually improve processes and remove inefficiencies across all client support teams and areas.
Collaborate with all key players involved to drive efforts internally until the client’s IT needs and requests are identified and addressed through internal systems/organizations, including managing IT critical issues to their resolution.
Develop a high-level understanding of the data flow through various CVS applications and systems, as well as a knowledge of main client tools and how they are used.

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.

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