CVS Health

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VP Care Strategy and Service Model Transformation

at CVS Health

Posted: 2/18/2019
Job Reference #: 891607BR

Job Description

Job Title :
VP Care Strategy and Service Model Transformation
Job ID :
Location :
TX - Irving|IL - Northbrook|RI - Woonsocket
Street Address :
750 W John Carpenter Fwy Ste 1200
Category :
Customer Service|Strategy
Description :
Job Description
This role will be responsible developing and implementing differentiated operational and customer experience strategies to transform the enterprise Call Center model. The initial focus will be on the PBM care model, but will leverage best practices to build out a strategy for an Enterprise wide customer care model.

* Lowest Cost to Serve - Achieving and sustaining a lowest cost to serve model is core to our operating strategy. Reducing operating costs allows the PBM to remain competitive in a price sensitive marketplace. This role will be responsible for transforming the care cost model (totaling $280M) by improving call center processes, workflows and technologies. This role will also work cross-functionally across the enterprise to reduce the need for our members to call Care by driving enhancements in our digital and IVR strategies.

* Real Estate Footprint - Evolving our real estate strategy to rationalize the 9 different locations (with 5300+ seats) currently operated by CVS Caremark. This role will be responsible for enhancing the Work from Home strategy to ensure future growth needs are met without making significant future real estate investments.

* Member Experience - This member touch point is critical in shaping the brand reputation of our core PBM products and services. This role will be responsible for driving the member experience strategy to deliver best in class service, including; (i.) improving first call resolution rates, (ii.) consistently exceeding the company MIP (Management Incentive Plan) customer service performance goal, (iii.) exceeding our "top box" customer satisfaction survey goals, (iv.) working collaboratively with stakeholders to ensure our colleague incentives are aligned to achieve our member service goals.

* Resource Planning / Workforce Management - Transform our call volume forecasting and labor scheduling models to significantly improve the effectiveness of our labor planning and spending (which totals ~$170M.) This role will be responsible for (i.) improving the accuracy of our short and long range forecasting and scheduling, (ii.) significantly improving our utilization rates, (iii.) evolving our labor model to include part-time colleagues to improve our flex capacity to better accommodate shifts in volume, (iv.) transforming our peak season ramp strategy, (v.) managing a PBM governance process that proactively identifies call drivers to Care for better labor planning and call volume forecasting, and (vi.) overseeing and improving call center performance with real-time rep and schedule adherence. Interface with Supervisors to ensure schedule compliance and modify schedules as required to maximize occupancy, cost and service delivery.

* Vendor Strategy - Approximately 80% (7M calls) of our total Med D call volume (8.7M calls) are handled by vendor partners. CVS Caremark incurs over $90M in annualized spend with our current vendor strategy. This role will be responsible for evolving our vendor strategy to ensure all operational and financial performance standards meet our member experience and lowest cost to serve goals (including review and potential implementation of offshore services.)

* Technology, Tools and Training - This role will be responsible for the evolving the technologies and tools utilized by Care call center representatives to perform their basic functions. This will include developing "a one view of the customer" call handling system to replace or evolve the current PeopeSafe system. The evolution of the Care representatives work instructions, Client Information Forms (CIFs), theSource search engine, performance dashboards and other support tools will be paramount to improving first call resolution rates while reducing average handle times. The Care representative selection, on-boarding, training, certification and time to proficiency processes all need to be re-engineered to align to our lowest cost to service and member experience strategies

* Ability to travel 25% domestic/international travel (up to 1 week per month)

Required Qualifications
* Repeatedly demonstrated ability to reduce costs and increase revenue through effective cost management, continuous improvement, technology implementation, and identifying creative ways to drive revenue

* Works autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues; highly motivated and internally driven

* Ability to think both strategically and tactically, and a willingness to challenge the status quo to help the organization reach higher levels of performance

* Structured and Logical Thinking: The ability to identify and define business problems and issues while developing strategic, analytical and financial frameworks to conduct analysis and/or measure success

* Work effectively across functions and services, promoting collaboration and teamwork in pursuit of successful outcomes

* Strong business acumen; must be able to analyze trends and develop business justification for improvement projects and/or investments

* Highly organized with the ability to manage multiple and often competing priorities

* 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

* Strong communication skills, including verbal, written, and presentation; mature, thoughtful, and articulate

* Must possess a creative and entrepreneurial spirit and the courage to drive change in the organization

Preferred Qualifications
* Advanced degree preferred

* Bachelor degree required

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

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!