Manager, Client Operations

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.

• Partner with senior account management leaders and enterprise client leadership to maintain visibility for client priorities.
• In partnership with account managers, have critical conversations with clients about timing and expectations for problem resolution and what requests we cannot meet.
• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.
• Communicate and describe priorities and handoffs to internal teams and clients.
• Lead program implementations across member outreach, data ingestion, reporting, network activation.
• Build and maintain strong relationships with key stakeholders
• Reconcile client deliverables meet or exceed SOW requirements
• Understand and clearly document client requirements for program success
• Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives
• Oversight of the client direct mail and email campaigns
• Monitor success and serve our clients through managing the completion of ad-hoc reporting projects
• Forecast and communicate updates and escalations with internal stakeholders in support of client programs
• Submit and track tickets for client requests directly related to the success of the program
• Manage process for internal tracking, documentation, and client response formulation for member grievances
• Backup support and account coverage in the absence of the Client Success Executive to ensure an internal resource is always available
• Manage team utilization across a matrix of teams and roles – aligning projects and resource allocation to meet critical goals.
• Communicate complex concepts to clients through strong data presentation skills, clear speaking, and writing.
• Oversee delivery of client-facing deliverables, custom data and reporting requirements, and program metrics using automated operational systems.

• 4 to 6 years of healthcare account operation experience, managing complex programs with high executive visibility.
• 2 to 4 years of experience planning, resourcing, and executing client-visible projects that cross product, technical and delivery teams.
• 2 to 4 years of stakeholder management experience.
• 1 to 4 years of experience motivating across teams to achieve a goal – demonstrated ability to build and mentor colleagues to develop skill sets needed to achieve goals.
• Strong client communication skills – demonstrated experience delivering bad news to a client while maintaining a strong working relationship.
• Prior experience using Power BI and Asana.
• Demonstrated ability to learn details quickly to coach others or solve complex problems.
• 1+ years of experience tying operational solution to client or process problems.
• Ability to travel 3-4 days up to 6 times a year.
• Demonstrated experience being primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 2+ years.
• Proven track record of reviewing and organizing data in Excel.
• Experience using Google Suite (Gmail, Sheets, Slides Preferred).

• Knowledge of Medicare, Medicaid, Commercial plan structures – how plans are paid for Member coverage.
• Highly motivated to go above and beyond basic role requirements to delight clients.
• 1+ years of experience with…