Senior Manager, Service Operations (Eligibility)

CVS Health • East Lansing, MI

23h

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 Senior Manager, Service Operations responsibilities and expectations: • Lead a team of approximately 15-20 staff members, consisting of multiple job functions with a focus on Eligibility related responsibilities. • Collaborate across multiple Eligibility teams to ensure operational and department performance requirements are met, to include cross training of staff within and across teams. • Inventory and production management; workload management and distributions. • Developing and executing training plans; implementing strategic and tactical plans. • Training, coaching, and mentoring direct reports and junior leaders. • Assessing performance against standards and KPIs; providing performance feedback. • Participating on or leading Enterprise level initiatives and working groups. • Sales, Marketing and Client Services collaboration. • Cross departmental collaboration and support. • Partner across business functions to proactively resolve issues. • Team and department level performance optimization. • Understands intent/end state and operates with minimal guidance to meet that intent/end state. • A team player capable of operating independently when needed. • Provides accurate and timely results. • Doesn’t assume, knows; anticipates the next question. • Understands the concept of touch points. • Delegates and follows up as needed. • Ensures the staff knows the standards, trains to the standards, enforces the standards. • Resilient - able to withstand or recover quickly from difficult situations.

Requirements

• Minimum 3+ years leadership experience
• Ability to prioritize multiple tasks with strict deadlines
• Experience with conflict resolution

Nice To Haves

• 3+ years experience with Eligibility operations
• Working knowledge of COBRA operations
• Familiar with the DG claims/benefit system
• Working knowledge of Salesforce

Responsibilities

• Lead a team of approximately 15-20 staff members, consisting of multiple job functions with a focus on Eligibility related responsibilities.
• Collaborate across multiple Eligibility teams to ensure operational and department performance requirements are met, to include cross training of staff within and across teams.
• Inventory and production management; workload management and distributions.
• Developing and executing training plans; implementing strategic and tactical plans.
• Training, coaching, and mentoring direct reports and junior leaders.
• Assessing performance against standards and KPIs; providing performance feedback.
• Participating on or leading Enterprise level initiatives and working groups.
• Sales, Marketing and Client Services collaboration.
• Cross departmental collaboration and support.
• Partner across business functions to proactively resolve issues.
• Team and department level performance optimization.
• Understands intent/end state and operates with minimal guidance to meet that intent/end state.
• A team player capable of operating independently when needed.
• Provides accurate and timely results.
• Doesn’t assume, knows; anticipates the next question.
• Understands the concept of touch points.
• Delegates and follows up as needed.
• Ensures the staff knows the standards, trains to the standards, enforces the standards.
• Resilient - able to withstand or recover quickly from difficult situations.

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: Manager