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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 Summary

This position is a hybrid role, if candidate resides within a reasonable commute of an Aetna office. Qualified candidates outside a reasonable commute will be considered for remote.

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of claim processors who also support customer service for Aetna Voluntary and Aetna Student Health, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the Commercial Claim Center of Excellence organization. In this role you will do the following:

• Develops strategies to optimize service operations, ensuring the efficient and effective delivery of services to meet customer needs and expectations.
• Implements industry best practices and proven methodologies to streamline service processes and improve operational efficiency.
• Evaluates, selects, and integrates innovative technologies and systems to optimize service operations and enhance customer support efforts.
• Manages and allocates resources effectively to ensure that services are delivered efficiently, on time, and within budget.
• Develops and monitors key performance indicators (KPIs) to measure service performance, ensuring that the services provided meet the established quality standards and customer expectations.
• Fosters a customer-centric culture, emphasizing empathy, effective communication, and problem-solving skills in all customer interactions.
• Stays updated on industry trends, emerging technologies, and best practices in service operations, incorporating relevant knowledge into operational strategies and driving innovation in service delivery.
• Collaborates with Sales/Marketing and Customer Service to deliver claim service that exceeds customer expectations and adds value to the
  overall service experience.

Required Qualifications

• 7+ years of Service Operations leadership work experience
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at business intelligence
• Demonstrated collaboration and teamwork
• Strong organization skills
• Demonstrated ability to manage multiple functions efficiently
• Mastery problem solving and decision-making skills
• Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive
  outcomes
• Proven leadership skills managing high performance teams

Preferred Qualifications
Claim healthcare experience preferred

Experience presenting to Senior Leadership

Working closely with our Sales team

Knowledge of voluntary health and student health

Education
College degree preferred or equivalent work experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/31/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.