[Hiring] Senior Manager, Diagnostic and Preventative Service Program Delivery @CVS Health

Role Description

This position is a leadership role focused on operationalizing critical initiatives to achieve both near- and long-term results for the (DPS) Diagnostic and Preventative Service line. This individual will lead a team of operational support associates who perform ongoing analysis, monitor performance, provide exceptional provider support, and drive the implementation of operational improvements. The role will be integral in shaping the organization's performance-focused culture and building trust across diverse teams and internal stakeholders, while continuously prioritizing a superior provider experience.

Roles & Responsibilities:

• Manage a team of associates responsible for daily operations and provider engagement as it relates to DPS products and services.
• Establish success and productivity metrics, including clearly defined and documented KPIs; hold all team members accountable to performance expectations.
• Work with leaders across the company to develop and execute process improvements required to optimize performance.
• Develop and maintain accurate and detailed documentation of all critical processes.
• Act as a centralized point for Operations in the coordination and development of plans for the steady state transition of new products and services; create staffing models to ensure adequate resourcing.
• Contribute to Operations roadmap for all Operations teams involved in supporting DPS services and participate in the quarterly and annual planning process alongside the VP of DPS Operations.
• Ensure exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success.
• Review and monitor operating metrics trends and results; partner with Analytics to obtain new or updated visibility into data when necessary.
• Development of a high-performing team based on analytical, process improvement and customer service skill sets.
• Monitor and evaluate performance of direct reports on a timely and consistent basis.
• Promote a high-performing, engaging culture of two-way communications and create opportunities for staff participation.
• Support direct reports in monitoring Provider completion rates and conduct appropriate follow up for low performance.
• Ensure execution and compliance with strategic initiatives.

The DPS Products Performance leader will focus on:

• Non-completion analysis: Monitoring trends across DPS product offerings and identifying opportunities for improvement.
• Cross-functional execution: Leading and tracking initiatives across CXO, Product, Clinical Success, and Vendor teams to reduce non-completion rates.
• Technical troubleshooting: Partnering with Product teams to resolve complex operational and technical device issues.

Qualifications

• 7 to 10 years of relevant experience.
• 7 to 10 years of accomplished leadership experience, preferably within a healthcare organization.
• 5 to 7 years stakeholder management experience.
• Prior performance improvement or project management experience.
• Ability to be an on-call escalation point for provider issues, should the call go unanswered by Tier 1 support, including on holidays and weekends.
• Ability to travel up to 25% if not located in the DFW Metro.
• Excellent verbal and written communication skills.
• Ability to recognize, evaluate and solve complex problems, including internal and external escalations.
• Understanding of key metrics and best practices for reporting / metric development.
• Proven ability to prioritize with a team and advocate for priorities with other teams.
• Advanced skills in MS Office; specifically, MS Excel and MS Word. Adept with technology.
• Visible, results oriented and nimble leader with a reputation of doing what it takes to get the job done while ensuring strong interpersonal relationships.
• Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence.

Preferred Qualifications

• Certified in Project Management.
• Familiarity with AI agent technologies and their application in analyzing data, identifying insights, and efficiently answering complex questions.
• Prior Power BI experience.
• Prior Salesforce experience.
• Strong commitment to exceeding role expectations and consistently delivering an exceptional client experience.

Education

• Bachelor’s degree in business, health care, operations management, or related field. An equivalent combination of experience and training may be considered instead of a formal degree.

Pay Range

The typical pay range for this role is: $67,900.00 - $199,144.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Company Description

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.