Sr Mgr, Diagnostic and Preventative Service Program Delivery at CVS Health

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Requisition Job Description Position Introduction & Overview This position is a leadership role focused on operationalizing critical initiatives to achieve both near- and long-term results for the (DPS) Diagnostic and Preventative Service line. This individual will lead a team of operational support associates who perform ongoing analysis, monitor performance, provide exceptional provider support, and drive the implementation of operational improvements. This leader will maintain responsibility for the performance of the provider network, specifically as it relates to DPS, and will be the primary driver of steady state operational delivery for all DPS products. The role will be integral in shaping the organization's performance focused culture and building trust across diverse teams and internal stakeholders, while continuously prioritizing a superior provider experience. The position will serve as a primary point contact for Product, Operations and other business partners focused on the DPS service line. Roles & Responsibilities: Manage a team of associates responsible for daily operations and provider engagement as it relates to DPS products and services - Establish success and productivity metrics, including clearly defined and documented KPIs; hold all team members accountable to performance expectations - Work with leaders across the company to develop and execute process improvements required to optimize performance - Develop and maintain accurate and detailed documentation of all critical processes - Act as a centralized point for Operations in the coordination and development of plans for the steady state transition of new products and services; create staffing models to ensure adequate resourcing - Contribute to Operations roadmap for all Operations teams involved in supporting DPS services and participate in the quarterly and annual planning process alongside the VP of DPS Operations - Ensure exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success - Review and monitor operating metrics trends and results; partner with Analytics to obtain new or updated visibility into data when necessary - Development of a high-performing team based on analytical, process improvement and customer service skill sets - Monitor and evaluate performance of direct reports on a timely and consistent basis - Promote a high-performing, engaging culture of two-way communications and create opportunities for staff participation - Support direct reports in monitoring Provider completion rates and conduct appropriate follow up for low performance. - Ensure execution and compliance with strategic initiatives The DPS Products Performance leader will focus on: Non-completion analysis: Monitoring trends across DPS product offerings and identifying opportunities for improvement. Cross-functional execution: Leading and tracking initiatives across CXO, Product, Clinical Success, and Vendor teams to reduce non-completion rates. Technical troubleshooting: Partnering with Product teams to resolve complex operational and technical device issues. Required Qualifications: 7 to 10 years of relevant experience 7 to 10 years of accomplished leadership experience, preferably within a healthcare organization 5 to 7 years stakeholder management experience- Ability to articulate the organizational value delivered to all levels of the company to executives. More importantly, you can tell the story of the value that is currently in your backlog or roadmap using data, KPIs,