Manager, Plan Document Operations

CVS Health

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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 Plan document delivery depends on accurate intake, disciplined quality controls, and training that keeps drafting consistent across the team. This Manager leads the team responsible for intake/outtake tasks, quality assurance routines, and training execution to ensure plan documents are delivered on time, meet standards, and reduce rework. The manager will be responsible for developing training curriculum, establishing performance and quality metrics, identifying process and knowledge gaps, and driving operational excellence across the team. Reporting to a Sr. Manager, this role translates priorities into day-to-day workflows, monitors performance against service and quality targets, and partners with cross-functional stakeholders to clarify requirements and resolve issues. The Manager coaches team members, reinforces clear expectations, and drives practical process improvements that increase throughput while protecting quality and compliance. What you will do:

Requirements

• 5+ years of experience in operations, workflow management, or document production within a regulated healthcare environment.
• 3–5 years of people leadership experience in a healthcare environment, including coaching and performance management.
• Demonstrated experience building or delivering training (onboarding, job aids, process updates) to improve consistency and proficiency.
• Demonstrated experience executing or managing quality assurance processes (audits/reviews, defect tracking, corrective actions, continuous improvement).
• Strong operational judgment and prioritization skills in a high-volume, deadline-driven environment.
• Ability to translate requirements into clear, repeatable processes and documentation (SOPs, checklists, templates).
• Strong communication skills for stakeholder updates, escalations, and cross-functional coordination.
• Proficiency with common productivity tools (e.g., Excel, SharePoint/Teams or similar collaboration tools).

Nice To Haves

• Preference for candidates located in the Eastern time zone.
• Salesforce experience.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Manage the day-to-day intake/outtake workflow for plan document work, including triage, prioritization, assignment, and meeting turnaround time expectations.
• Lead and coach a team responsible for intake/outtake processing, training support, and quality checks.
• Establish and maintain QA controls (checklists, peer reviews, spot audits), track defects/rework, and drive corrective actions.
• Design and deliver onboarding and recurring training to improve drafting consistency, accuracy, and compliance with standards.
• Monitor workload, capacity, and backlog health; adjust staffing and priorities to hit service targets.
• Partner with cross-functional stakeholders to clarify requirements, manage changes, and communicate status, risks, and escalations.
• Maintain team documentation and knowledge management (SOPs, job aids, templates), keeping materials current and easy to use.
• Identify process improvement opportunities and implement practical changes that reduce rework and increase throughput.

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.
• For more information, visit https://jobs.cvshealth.com/us/en/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager