Senior Manager, Account Associates

CVS Health • Washington, DC

17d

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: Leads and manages a team of Associate Account Managers and Account Associates responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction and support Account Managers in their retention, profitable growth, and cross-sell objectives. Fundamental Components: Direct contact with brokers, account managers, and plan sponsors to problem solve service issues (claims, enrollment, billing), reporting requests, and various client specific projects. Provides oversight and direction to the team; 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; performs ongoing monitoring to ensure the desired results are attained. Required to communicate with internal and external parties telephonically and/or in person. May require travel to offsite locations for in-person meetings. Leads and manages a team of Associate Account Managers and Account Associates responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction and profitable growth.

Requirements

• 5+ years account management, client services, sales support and/or related field experience.
• Health insurance industry.
• Must be licensed to sell Life, Health products in the state where you reside. If not currently licensed, this will be required within 60 days of employment effective date.
• Ability to work with large data for reporting requests.
• Ability to travel in assigned territory as needed.

Nice To Haves

• Knowledge of Medical Health Insurance Benefits
• Experience leading teams
• Client facing roles
• Priority in Northern California (San Francisco, East Bay, Peninsula, Marin, Silicon Valley)
• Secondary in Central Valley or Southern California
• Thirdly in Arizona or Washington

Responsibilities

• Direct contact with brokers, account managers, and plan sponsors to problem solve service issues (claims, enrollment, billing), reporting requests, and various client specific projects.
• Provides oversight and direction to the team; 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; performs ongoing monitoring to ensure the desired results are attained.
• Required to communicate with internal and external parties telephonically and/or in person.
• May require travel to offsite locations for in-person meetings.
• Leads and manages a team of Associate Account Managers and Account Associates responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction and profitable growth.

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: Senior