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Senior Advisor Enterprise Init
CVS Health Corporation
Cumberland, RI, United States
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Position Summary
The Sr. Advisor of Executive and Escalations is responsible for facilitating the immediate triage, review and assessment process to drive resolution for the patient with immediacy and driving the root cause analysis to ensure the right problem is being fixed. Partnering across teams, and leveraging reporting, data, and analytical insights for reducing the rate of member escalations are critical elements to this role. Executive Escalations will work with the Executives and Service Recovery teams, a high-performance cross functional team responsible for resolving escalations from executives, clients, key members, Med D, Privacy and other related areas requiring strong leadership and high caliber organization, communication and presentations skills that bridge the technical acumen to the business with ease, simplicity and highly effective communication verbal and written communications. Applies institutional knowledge based on complaint type and utilizes all applicable systems available, including but not limited to, People Safe, HPSM, SPLUNK, Adobe, and Tableau, to facilitate a comprehensive review/research of the complaint. Facilitates written correspondence to complaints and/or inquires received from the Office of the President inbox appropriately with the ability to handle internal or external push-back respectfully and constructively. Drafts correspondence which entails gathering and reviewing data from several sources that include the initial customer complaint and the corresponding internal Business unit response to the complaint. Performs considerable evaluation, good judgment, and due diligence on responses since errors in this position may result in direct monetary impacts and/or pose a critical patient risk.
Required Qualifications
8+ years of customer service and/or complaint escalation required (in regulated industry strongly preferred).
4+ years of experience in healthcare or similar services industry. Working knowledge of HIPAA
Strong comprehension, critical-thinking, and problem-solving skills with the ability to think under pressure.
Strong oral and written skills with emphasis on grammar, editing and proofreading skills ensuring little to no re-work is needed.
Solid research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through.
Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight time-frames.
Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel)
Flexibility with schedule for issues that require off hours support
Preferred Qualifications
Easily able to toggle between digital/IT language, functionality and processes with ease translating issues into lay terms for universal understanding
Project and/or Six Sigma process management skills within IT or Digital function are a plus
In depth root cause analysis methodologies experience is a plus
Education
Bachelor's Degree required or equivalent work experience within Digital and/or IT department in a Healthcare related environment.
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.