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Director of Customer Care Workforce Management
CVS Health Corporation
Irving, TX, United States
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Position Summary
The Director of Care Workforce Management will partner with Pharmacy Benefit Manager (PBM) Operations leadership, focusing on strategic planning of resources, meeting volume commitments while maintaining a high level of efficiency (utilization of people resources), reducing variation, and focusing on cost optimization. This leader will drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes.
He/She will analyze performance data and work to
re-engineer processes through bench marking with external and internal business partners, managing key performance metrics and subsequent drivers, and successfully implementing tangible actions for improvement.
This role will require the ability to convey thoughts (oral and written) in a clear, concise, and timely manner appropriate for the audience; Strong problem solving skills that enable quick identification and efficient resolution of issues; the ability to influence others and build strong relationships and a strong ability to lead a team of passionate employees with the focus on learning and development.
Education
Bachelor of Science degree required; Master's degree preferred
Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT
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CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.