Job Details

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Mission:

To manage and maximize Aetna sales, service and retention efforts for all Consumer Fund Services or New Product Business products in assigned market(s) to achieve disciplined and profitable growth in alignment with National and Middle Market Aetna business goals. This will be achieved through the development of strong relationships and execution

of seamless product administration and service delivery.

Position Summary/Mission

Builds and maintains strong relationships with the largest and most complex of NPB clients and internal business partners

leading to the achievement of customer satisfaction. Serve as the primary point of contact for the client to provide product

training, resolve escalated customer service issues, streamline business operations and provide technical support

Position Summary

Candidate must be available to work Central or Eastern Time

Implements processes to build and maintain effective working relationships with clients and internal business partners to achieve customer satisfaction, retention, and renewal targets. Designs systems to streamline business operations and provide technical support. Delivers product training to clients and resolves escalated customer service issues.

Client Relationship Management

Function as single point of contact for client's operational inquires and issues. Build and maintain strong relationships with clients.

Ensure client satisfaction through regular communication and feedback.

Service Delivery

Oversee the delivery of services to clients, ensuring high quality and timely execution.

Coordinate with internal operational teams to meet client needs and expectations.

Monitor service performance and implement improvements, as necessary.

Gain in-depth knowledge of claims system and Call Tracking System to be able to lookup and respond to client inquires.

Problem Resolution

Address and resolve client complaints and issues promptly.

Collaborate with cross functional teams to facilitate implementation of strategies to prevent future problems.

Escalate complex issues to Account Managers and senior leadership when necessary.

Foster a collaborative and supportive team environment.

Reporting and Analysis

Present operational reports to highlight network performance. This includes analyzing, evaluating, and reviewing operational successes and challenges. Facilitate and participate in daily/weekly/monthly operational calls with client and internal operations to review and calibrate client service metrics and performance guarantees.

Analyze data to identify trends and areas for improvement.

Present findings and recommendations to management.

Client Onboarding

Manage the onboarding process for new clients/groups by collaborating with account manager to gather client requirements and transferring them to system setup forms.

Ensure clients are fully informed about services and processes.

Conduct orientation sessions and provide necessary documentation and reports.

Strategic Planning

Collaborate with Leadership to develop and implement client service strategies aligned with company goals.

Gather important, strategic customer insight by listening, probing, and asking the right questions to uncover business challenges and seeking to provide creative solutions. Identify opportunities for service expansion and enhancement. Collaborate with other departments to achieve strategic objectives.

Compliance and Documentation

Ensure all client interactions and services comply with company policies and regulations.

Maintain accurate and up-to-date client records and documentation.

Ensure clients comply with Contractual requirements like deviations, nuances, and Bill review requirements by providing appropriate documentation, training, and support.

Provider Liaison

Serve as the point of contact for Key provider system to enable payment verification by being a liaison between provider and clients.

Attend Collaboration meetings to address and resolve provider issues involving your client base.

Required Qualifications

Develops a mutually rewarding working relationship with the largest and most complex of clients within NPB by providing excellent service which results in customer/member satisfaction, renewal and retention of customer

• Consistently monitors product lines and services to ensure NPB client needs are met. Seeks to optimize customer

interaction and provides recommendations based on evolving needs

• Collaborates with account management team members and functional support areas on more complex issues

• Manage the communication and notification of operational, process or network changes and articulate the specific

impact for assigned book of business

• Supports the implementation and utilization of service efficiencies including EDI, website and research mailbox

• Act as liaison within and across business units and function as expert in line of business (i.e., product information,

analysis of service requirements, impact of business strategy) and negotiate resolution of any issues identified

• May serve as functional subject matter expert for NPB operations and processes in finalist presentation

• May assist with the selection of client service staff and the development of training activities; Mentors and coaches

new/junior staff members

• May act as a backup or business representative in place of supervisor

Preferred Qualifications

• Strong and effective communication skills (verbal, written, presentation).

• Time management and organizational skills.

• Ability to adapt and work in a fast paced, evolving environment.

• Critical thinking and decision-making skills.

• Ability to work independently and in a team environment.

• Manage multiple priorities and tasks while maintaining the ability to honor commitments.

Education

College degree or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 05/04/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.