Mgr, Executive Resolutions

CVS Health•Work At Home-Illinois, IL

2d•$66,330 - $145,860•Remote

About The Position

The Manager of Executive Resolutions plays a crucial role in ensuring patient concerns from all feedback channels receive a comprehensive investigation, assessment, and resolution. This position supports the delivery of top-tier care for patients who are exposed to potential attrition drivers or have struggled to find solutions from other teams or channels within the company for other issues. The responsibility of this role extends to determining necessary resources and procedures for the long-term sustainability of both the Executive Resolutions team and the overall Service Recovery capability. In addition to managing a team dedicated to resolving patient issues, this role also guides specific team members trained to respond to internal feedback from fellow employees and navigate complex situations. This managers team will handle proactive and escalated patient cases from various channels such as provider departures, compliance/payer grievances, emails, social media posts, survey feedback, and requests for executive escalation. As the team expands in size and capabilities to include more channels for comprehensive resolution of negative patient experiences, your responsibilities will encompass establishing a process and designating process owner(s) for training, resolving patient issues, and coordinating resolutions with central as well as clinic care teams. Moreover, you'll be tasked with overseeing, motivating, acknowledging, coaching, counseling the Executive Resolutions team's efforts in conjunction with Service Recovery activities across central teams. This includes, but is not limited to, the design, development, stakeholder engagement, and analysis of protocols or programs that bolster the necessary use of the full Service Recovery capability.

Requirements

Core Responsibilities:
Ensure every channel by which a patient communicates directly or indirectly with us has a workflow that is supported by Epic & Salesforce workflows
Demonstrate ownership and accountability to thoroughly resolve complex internal partnership issues coming from stakeholders and/or high priority service channels; serve as lead who supervises a central team that systematically provides intake and triage support to SR case Resolutions– acting as an extension of the clinics
Manage team that handles multiple patient escalated cases simultaneously, providing outbound follow-up as needed for service recovery. Supervise and guide the team to follow through with the timely delivery of complete resolutions and responses to every case outcome, including invalid cases.
Demonstrate and articulate strong understanding of all areas of the organization, including operations and clinic functions, conveying an ability to discern how to best coordinate resolution of complex, potentially cross-functional situations
Design a sustainable Resolutions program to relieve and provide support for clinical care teams
Leverage outstanding verbal and written communication skills with both internal partners and customers, to explain complex topics clearly, respond well under pressure, and successfully navigate emotionally charged situations.
Problem-solve with creativity, coordinating cross-functional resolution for concerns from all impacted stakeholders, including patients. This may include alignment with central teams and field teams to organize appointment scheduling, create a path to expedite outstanding orders (DME, referrals, and diagnostics), decrease visit wait times, or improve Oaky conduct
Forecast staffing needs of the central team while ensuring the development of existing talent in line with Oaky Values and Heart at Work Service Behaviors
Collaborate with cross functional partners to identify and respond to needed changes in solutions and processes that contribute to best-in-class customer experiences
Maintain and motivate a high-quality work culture that consists of daily direction and performance feedback to team members, monitors and recognizes healthy interactions, developmental coaching, and sustained results
Act as a point of escalation for leaders to share concerns and get feedback on team performance issues. Provide guided or hands-on support to team members and other Oakies encouraging decision-making and accountability
Use sound judgment in upward communication regarding significant changes to SR results, patient or stakeholder feedback, or other meaningful concerns, always partnering to refine processes related to elevating the overall patient experience
Other duties, as assigned

Nice To Haves

Oak Street Health working operational knowledge and experience preferred
A flexible and positive attitude
Ability to multitask, prioritize, and manage time effectively
Communication proficiency
Organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency, including Google Docs and Sheets
Problem Solving/Analysis
US work authorization
Someone who embodies being “Oaky”

Responsibilities

Ensure every channel by which a patient communicates directly or indirectly with us has a workflow that is supported by Epic & Salesforce workflows
Demonstrate ownership and accountability to thoroughly resolve complex internal partnership issues coming from stakeholders and/or high priority service channels; serve as lead who supervises a central team that systematically provides intake and triage support to SR case Resolutions– acting as an extension of the clinics
Manage team that handles multiple patient escalated cases simultaneously, providing outbound follow-up as needed for service recovery. Supervise and guide the team to follow through with the timely delivery of complete resolutions and responses to every case outcome, including invalid cases.
Demonstrate and articulate strong understanding of all areas of the organization, including operations and clinic functions, conveying an ability to discern how to best coordinate resolution of complex, potentially cross-functional situations
Design a sustainable Resolutions program to relieve and provide support for clinical care teams
Leverage outstanding verbal and written communication skills with both internal partners and customers, to explain complex topics clearly, respond well under pressure, and successfully navigate emotionally charged situations.
Problem-solve with creativity, coordinating cross-functional resolution for concerns from all impacted stakeholders, including patients. This may include alignment with central teams and field teams to organize appointment scheduling, create a path to expedite outstanding orders (DME, referrals, and diagnostics), decrease visit wait times, or improve Oaky conduct
Forecast staffing needs of the central team while ensuring the development of existing talent in line with Oaky Values and Heart at Work Service Behaviors
Collaborate with cross functional partners to identify and respond to needed changes in solutions and processes that contribute to best-in-class customer experiences
Maintain and motivate a high-quality work culture that consists of daily direction and performance feedback to team members, monitors and recognizes healthy interactions, developmental coaching, and sustained results
Act as a point of escalation for leaders to share concerns and get feedback on team performance issues. Provide guided or hands-on support to team members and other Oakies encouraging decision-making and accountability
Use sound judgment in upward communication regarding significant changes to SR results, patient or stakeholder feedback, or other meaningful concerns, always partnering to refine processes related to elevating the overall patient experience
Other duties, as assigned