Supervisor – Client Benefits

As a Benefits Configuration Manager, you will lead the day-to-day operations of a team of 6-10 configuration representatives responsible for configuring pharmacy benefits plans based on client requirements. Your team will be responsible for creating new pharmacy benefit plans and modifying existing pharmacy benefit plans. You will plan, lead, and evaluate the configuration workflow and oversee configuration work activities to achieve service level objectives, including productivity and quality, for your team. You will be responsible for ensuring a year over year reduction in configuration issues and Service Warranty spend for the clients in your portfolio.

You Will Accomplish This By

• Identifying and implementing durable operational process improvements through applying the five whys method to all configuration issues created by your team
• Identifying and implementing durable operational process improvements to address client issues raised through the client satisfaction survey
• Tracking the impact of process improvements on your Service Warranty spend and client satisfaction targets
• Defining and rolling out new configuration standards to your team based on market segment
• Making hiring and firing decisions for configuration representatives on your team
• Actively managing the performance of configuration representatives according to established Key Performance Indicators.
• Managing day to day work in queue to achieve the service level objectives
• Ensuring the team is adhering to the configuration standards and producing high quality, predictable outcomes
• Developing a culture which demonstrations the CVS Health Heart at Work Behaviors

Your success will be driven by the success of your team to achieve your quality metrics, client satisfaction score targets as well as contributing to reduced service warranty payments to clients. Your healthcare industry knowledge, colleague development and process improvement skills will also contribute to your success. You will operate in a rapidly changing environment with tight deadlines so your ability to operate autonomously and make key decisions is imperative. The contributions you will make will position CVS Health as a leader in client satisfaction and service in the PBM marketplace.

• This position can be a remote work from home role.

Required Qualifications

• 5+ years of experience in business operations with focus on requirements gathering or configuration in the PBM Industry or Managed Care
• 3+ years of experience in direct or indirect leadership
• 2+ years of project management experience
• 2+ years of experience performing the five whys root cause analysis process
• Vaccinated for COVID-19

COVID Requirements

CVS Health requires its Colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, or religious belief that prevents them from being vaccinated.

If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications

• Operational knowledge of the Pharmacy Benefit Management and/or Health Insurance Industry
• Experience designing the configuration of benefit plans
• Experience with third party prescription/medical payment and/or claims adjudication systems desired
• Effective verbal and written communication skills, to include relationship development
• Ability to effectively present information and respond to questions from leaders and clients
• Working knowledge of word processing, spreadsheets, workflow management tools and familiarity with scheduling software applications
• Ability to recognize the needs of the colleagues, heighten morale, and decrease stress and burnout
• Demonstrate a deep understanding of company and client confidentiality
• Exemplary coaching/motivational skills to both an individual and team level
• Adaptable and able to move with change while maintaining a positive attitude and strong role model for the team

Education

• Bachelor’s degree is required; equivalent work experience may substitute

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.