Sr. Manager, National Patient Experience Performance

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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

As the Senior Manager, National Patient Experience Performance you will be a member of the Medicare Stars National Patient Experience team. As the Senior Manager, you will be responsible for driving and guiding the development of comprehensive solutions and strategic plans. In the role, you will proactively identify areas for improvement and independently influence business leaders to drive behavior change through negotiation and consultation, fostering issue resolution. The Senior Manager will oversee vendor contracting processes, build strong, results-driven client relationships, and manage these relationships throughout the engagement. The role also involves clearly communicating patient experience results to empower provider groups in their decision-making regarding new initiatives. Additionally, the manager will integrate baseline metrics and tracking into initiative planning and execution to ensure optimal outcomes. Ongoing coaching, feedback, and development will be provided to consultants, matrix staff, and external vendors as needed. The Patient Experience Senior Manager will drive team engagement using a structured, repeatable methodology. This includes designing and developing interventions, facilitating work sessions, and delivering all required analysis, reporting, and presentation materials. The role involves gathering, analyzing, and synthesizing business intelligence to support the achievement of strategic business objectives. Additionally, the National Patient Experience Senior Manager will facilitate diverse internal and external networks for data collection and the identification of best practices.

These roles will support specific markets and must be geographically located within those specific markets/regions to be considered. The ideal candidates will be located in Chicago, Illinois or San Antonio, Texas.

This role is responsible for

• Building and maintaining unwavering relationships with all stakeholders to be a trusted advisor.

• Deploying Aetna's proprietary immersive learning solution for rapid improvement, while managing user access, behavioral learning analytics, and coaching performance within the system.

• Leading in-person experience labs to support provider related goals to include performance optimization, culture enhancement, team-centricity, and Aetna differentiation.

• Developing clear and measurable improvement strategies for targeted provider organizations in collaboration with Stars, Network, Provider experience, and Market leadership to produce improvements in CAHPS/NPS measures; including overseeing the delivery of KPIs and crafting narratives that reflect the patient journey.

• Being a subject matter expert for all voice-of-customer programs including patient experience surveys, CTM and grievance data, CAHPS, MEDS data, NPS, and customer effort metrics

• Providing thought leadership on a local and national scale regarding the work to be done and the next generation of experience leadership.

• Share CVS Health/Aetna point-of-view on the consumer life cycle, completely understands the end-to-end journey, and how to deliver world-class experiences.

Requirements

• 3-5 years experience CAHPS family of survey's (MA-CAHPS, H-CAHPS, CG-CAHPS)

• 3-5 years Patient Experience survey process, vendors, and methods

• 7+ years experience with several of the following methodologies:management consulting, project consulting, business process consulting,financial strategic analysis, mergers and acquisitions, strategic businessplanning, and/or risk management consulting.

• Demonstrated relationship management skills at the senior level; capacityto quickly build and maintain credible relationships at varying levels of theorganization simultaneously.

• Demonstrated leadership with relevant initiatives: Business process,enterprise business project management/consulting, financial strategicplanning and data analysis, mergers and acquisitions, strategic planning, risk management.

• Demonstrated superior business process, project management andorganizational redesign experience.

• Demonstrated experience successfully implementing change in complex organizations.

• Experience with enterprise-wide and/or cross-functional large scale initiatives with high degree of complexity.

Preferred Qualifications

• LSSGB or Certified Patient Experience Professional (CPXP)

Education

• Bachelor's Degree or equivalent work experience

Pay Range

The typical pay range for this role is

$67,900.00 - $182,549.40

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: 11/22/2024

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.