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Director, Infusion Specialty Centers of Excellence
CVS Health Corporation
Northbrook, IL, United States
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Position Summary
The Director of CVS Coram Customer Operations will be responsible for the Coram Infusion Intake Operations with accountability of the Revenue and EBIT growth. This leader will be responsible for increasing service levels and decreasing costs (tied to Enterprise – EOM) initiatives as well as setting and leading the strategy for intake for all of Coram infusion intake aligning with the needs of all customers (payors, manufacturers, providers and patients). This leader will set the direction continuously improving the customer experience; support M&A activity inclusive of leading the intake operations integration of acquired assets.
Director responsibilities include, but are not limited to the following:
• Responsible for leading and continuously improving the Coram Intake Operations model
◦ Leads the development of the model, reporting, goals, metrics and outcomes expected
◦ Directs the team in building the staffing plan, model; hiring, recruiting, training and developing the team integrating as a part of the CVS Health enterprise
◦ Evaluates the key operational differentiators in the market and adjusts / modifies the model to meet and exceed market expectations.
◦ Leads a collaborative model supporting Coram Operations & field sales with growth opportunities inclusive of leading the industry with market differentiating operational services to meet the needs of all customers
• Responsible for building market leading model supporting all customer needs, building an intake operating model that compliments and continues to support the business growth strategy and overall results
◦ Develops market share improvement plans for each line of business to leverage specific market dynamics
◦ Supports the field sales team with specific growth opportunities; supporting products and services for hospitals and payors.
• Drives collaboration and partnerships with key hospitals, practices, payors
• Leads the business strategy around the intake system, Salesforce
• Leads and owns the external relationships with partners within the intake model and process
• Actively supports and identifies differentiated capabilities to create value and growth
• Responsible for establishing key metrics and reports to drive performance and results
◦ Establishes daily, weekly, monthly performance metrics and dashboards to drive the business
• Manages monthly budget and actual results and also supports the development of forecasts/projections
• Responsible for working across the enterprise to ensure a seamless patient and provider experience
• Supports and drives a culture of accountability, customer & patient centric, service and growth
• Responsible for understanding market trends and key competitors
Required Qualifications
• 10 Years of proven people leadership and management experience.
• 5+ years of proven leadership in managing multiple Operations processes.
• 5+ years experience with financial budgets and meeting financial goals and planning.
Preferred Qualifications
• Advanced degree
• Home Infusion experience
Education
• Bachelor's Degree required.
Business Overview
Coram CVS/specialty infusion services is a leading national provider of specialty home infusion and specialty pharmacy services. The integration of Coram into CVS Health enables the company to offer enhanced, comprehensive infusion services; expanded payer access; and a national network of more than 85 locations, including 65 ambulatory infusion suites. Providing infusion therapies and services to over 20,000 patients each month, Coram cares for patients through all phases of their healthcare continuum including clinical and compliance monitoring, and individual patient counseling. CVS Health, through our unmatched breadth of service offerings, is the nation’s largest pharmacy health care provider transforming the delivery of health care services in the U.S. Our energetic and service-oriented colleagues embrace fresh ideas, new perspectives, a diversity of experiences, and a dedication to service to meet the needs of the many people and businesses relying on us each day.
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