Job Information
CVS Health Executive Director, Client Product Service Management in Scottsdale, Arizona
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position SummaryThe Executive Director, Client Product Services is responsible for providing service management to clients of CVS Caremark who make use of (or are planning to make use of) various products supported by PBM Operations. These products are distinct from CVS Caremark products that provide Prescription Benefit Plan offerings to members. The products provide clients (or their delegates) with functionality to build and manage their plan set-ups, ensure the appropriate flow of Prior Authorizations and monitor the effectiveness of the benefit plans through the reporting of actual claims and rejections. The Executive Director will be responsible for ensuring that all Clients are provided appropriate support and education to make the most effective use of these products as well as ensuring that the roadmaps and future plans for these products are presented to clients so that they can make the necessary decisions and plans to deploy them. Additionally, the Executive Director will provide direct support to key clients who ‘self serve’ on the Prior Authorization platforms, liaising directly with senior management at the client to ensure that their needs are being met and that the service provided by PBM Operations meets all expectations.
You'll make an impact by:
The Executive Director, Client Product Services will lead a team responsible for ensuring that all PBM Products (i.e. those products that support the PBM clients during implementation and maintenance of business (distinct from Caremark Products which primarily service the members of PBM clients) are represented appropriately to clients
The role requires the Executive Director to manage the PBM Ops relationship with senior management of several ‘key’ clients who make extensive use of the Prior Authorization platforms to manage their benefit processing. The Executive Director will be the single-point-of-contact and escalation for these clients and will ensure that the service provided (by the products and the associated support) exceeds the clients’ expectations.
The Executive Director will work directly with the Product Owners of the various PBM Ops Products to ensure that client feedback informs the on-going development of those products and also that the roadmaps for each accurately reflects the direction and expectations being set with the clients
For the MyPBM product specifically, the Executive Director will ensure that all existing client set-ups are transitioned appropriately to automation and subsequently that the clients are supported as they use the MyPBM platform to specify their plan requirements and details
The Executive Director will work directly with the leadership of the Account Management (for Maintenance of Business clients) teams and the New Client Implementation (for new business) teams to ensure that appropriate support is being provided to clients during initial and subsequent plan design processes
Travel as required to CVS and Client locations
Required Qualifications
10 years of progressive leadership experience, leading leaders, and driving team to successful completion of goals and metrics
10 years of experience building effective relationships with Clients’ senior management
12 years of experience creating, and overseeing, a disciplined and standard approach to defining and socializing Product Roadmaps
Driving demanding schedules for the automation of client plan set up
Influence clients to adopt PBM Ops Products effectively
Build robust processes that guarantee consistent service management
Ability to work Hybrid Model (in office Tuesday / Wednesday / Thursday)
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Preferred Qualifications
Plan Set Up process used to configure Caremark systems to effect client plan intentions
Knowledge of the various ways clients use the PBM Ops products – especially those that ‘self serve’
The Product Management Lifecycle
Process Management
EducationBachelor degree or general equivalent experience required.
Masters degree preferred.
Pay Range
The typical pay range for this role is:
$131,500.00 - $303,200.00
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. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 08/01/2024
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.