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Director, Care Operations Excellence
CVS Health Corporation
Irving, TX, United States
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Position Summary
The Director of Operations Excellence will be responsible for developing the strategy and executing a program to ensure new colleagues (at every level in the Care operation) are prepared to deliver excellence to our members and clients through nesting, quality monitoring, and leader feedback and mentor programs. This leader will also own pull through strategies to drive colleague engagement and retention strategies as well as support Care leadership to drive elevated results through improved front line and middle management effectiveness. They will also own the development and delivery of effective metrics and monitoring that will drive colleague performance and development. This would include improving and maintaining the management tools that aid in driving results, enhancing the performance management and coaching programs as well as designing high potential development programs (e.g. key experience inventories, etc.) that assist Care leadership in building deeper and more robust depth in leadership bench strength. This position will focus in the key strategy areas to measure leadership effectiveness, drive cost efficient processes, drive a customer-centric model and evolve the technologies and tools used to measure performance for leaders and representatives.
Key competencies:
1. Set Direction: Must think and act strategically on several dimensions of the agenda including (i.) lowest cost training strategy, (ii.) new hire training roadmap (what innovation is needed to best support our long term operations and service objectives), (iii.) best-in-class training experience for new hires (iv.) employee retention strategy (how do we train and lead), (v.) raising the bar on performance management and creation of performance measurement tools, (vi.) guide a culture that values and executes on effective coaching and feedback
2. Partners Across Boundaries: Works collaboratively with business partners across the PBM and Enterprise to support (i.) new hire training (ii.) leadership management and measurements and (iii.) Welcome Season readiness training. This leader will lead via influence and collaboration. Must be able to inspire others and be a thought partner driving change in support of CVS competencies including support to colleague engagement and performance management strategies.
3. Ensure Outcomes: Create tools and leadership training in support of an accountable organization responsible for (i.) ensuring customer satisfaction scores are achieved, (ii.) improving the utilization rate and colleague attrition, (iv.) achieving call quality standards, (v.) mitigating compliance risks necessary to maintain our NCQA, URAC, Medicare D and Medicaid regulatory requirements, (vi.) support colleague engagement results that outperform the PBM norms, (viii.) disciplined approach to implementing best practices that drive continuous improvement for consistent and reliable results (ix.) Delivering best-in-class industry results that are recognized by our clients and revered by our competitors
Required Qualifications
1. Demonstrated passion for leadership development and training; skilled with coaching including conducting feedback sessions and utilizing metrics to drive employee development
2. Works autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues; highly motivated and internally driven
3. Ability to think both strategically and tactically, and a willingness to challenge the status quo to help the organization reach higher levels of performance
4. Structured and Logical Thinking: The ability to identify and define problems and issues while developing strategic to conduct analysis and/or measure success
5. Work effectively across functions and services, promoting collaboration and teamwork in pursuit of successful outcomes
6. Strong business acumen; must be able to analyze trends and develop business justification for improvement projects and/or investments
7. Highly organized with the ability to manage multiple and often competing priorities
8. Strong interpersonal and team building skills, with the ability to gain the trust and confidence of internal partners and clients; comfortable working one on one with all levels, from senior management (C-level, SVP, VP) through functional level employees
9. Strong communication skills, including verbal, written, and presentation; mature, thoughtful, and articulate; inspirational
10. Must possess a creative and entrepreneurial spirit and the courage to drive change in the organization
Preferred Qualifications
Minimally 10 years of experience leading large scale, multi-unit call center operations. Strong track record of success defined as the ability to repeatedly meet and/or exceed financial, operational, client, member and colleague performance expectations.
Education
Bachelor degree required; Master's degree a plus
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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