Public & Labor Lead Director, Client Services- Mid-Atlantic Region

CVS Health•Work At Home-District of Columbia, WV

8d•$100,000 - $231,540•Hybrid

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 Public & Labor Lead Director, Client Services is primarily responsible for the management of the team of Account Managers and Senior Account Managers for the Public Sector & Labor Mid-Atlantic team. You will lead the team of Account Management staff in servicing clients and brokers, while also coordinating and partnering with Account Executives, VPCMs and Directors of Sales and Service as we retain and grow our book of existing business. Qualified candidates will sit in either DC/VA/WV/MD/PA/DE

Requirements

7-10 years of health insurance account management experience with demonstrated leadership in account management development, execution, and accountability and innovative service and sales approaches.
Proven leadership experience managing account management teams.
Demonstrated success in building and maintaining both consultant and customer relationships.
Excellent communication, negotiation, and interpersonal skills.
Strategic thinker with a track record of delivering measurable business results.
Health & Life license required.

Nice To Haves

7-10 years of health care experience in the Public & Labor sector.

Responsibilities

Provides oversight and direction to the account management staff; plans, staffs, and organizes timely coordination of goals and projects; provides appropriate and effective training.
Ensures consistent service to constituents by monitoring performance measures and allocating staff resources to meet service expectations.
Implements appropriate processes to achieve service goals for the region.
Attracts, selects, and retains high-caliber, diverse talent. Develops, motivates, evaluates, and coaches staff on work procedures, renewal processes, proper call handling, and teamwork to deliver excellent constituent service.
Continually looks for opportunities to increase customer/broker satisfaction and team efficiency.
Leads process improvement initiatives to increase productivity and customer service. Consults with internal departments to explore options and resolve service issues to improve customer satisfaction.
Regularly provides updates to senior leadership on team's operational successes or improvement areas.
Assists with the organization of all activities related to product training and development seminars involving department staff in all locations; performs ongoing monitoring to ensure the desired results are attained.
Required to communicate with internal and external parties. Travel to offsite locations for in-person meetings.
Leads and manages a team of Account Managers responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction and profitable growth.