Client Advocate Leader Meritain TPA Remote

CVS Health; Springfield (IL); Remote; USD 82,000 - 183,000; Full time

Job summary

CVS Health is seeking a Client Advocate Leader to provide strategic oversight to client services advocates. This role involves managing a team, driving process improvements, and enhancing customer service delivery in the healthcare sector. Ideal candidates will have extensive client service experience, strong leadership skills, and a background in healthcare.

Benefits

Comprehensive medical plans

401(k) plan

Employee stock purchase

Wellness programs

Flexible schedules

Paid time off

Family leave

Qualifications

• 5+ years of client service or account support experience.
• Healthcare industry knowledge and experience.
• Proven leadership in managing teams or projects.

Responsibilities

• Manage client-facing team members aligned with organizational goals.
• Lead projects supporting continuous process improvement.
• Develop escalation standards and evaluate operational metrics.

Skills

Leadership

Collaboration

Problem-solving

Decision-making

Education

Bachelor's degree

Job description

Join to apply for the Client Advocate Leader Meritain TPA Remote role at CVS Health

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 more connected, convenient, and compassionate. We do it all with heart, each day.

Position Summary

Provides strategic oversight to client services advocates and manages the overall direction of client advocate teams. Drives continuous process improvement, implements strategies, and develops solutions to enhance customer service delivery. Cultivates strong relationships with Field Account Executives, Account Managers, Brokers, and Plan Sponsors. Understands and exceeds service levels and expectations, shares process improvements, discusses plan operations, identifies service gaps, determines root causes, and develops solutions. Identifies customer-specific service issues, leads resolution efforts, and collaborates with other areas to implement solutions.

What You Will Do

1. Communicate direction for client-facing team members (8-10 employees) aligned with organizational goals.
2. Identify process design issues and synthesize findings to generate solutions.
3. Lead projects supporting continuous process improvement.
4. Develop escalation standards and evaluate operational metrics with key business partners, including executive reviews.
5. Act as an advocate for clients and brokers while supporting department initiatives.
6. Collaborate with internal and external partners to analyze industry challenges, identify solutions, and ensure business continuity.
7. Deliver strategies and processes to ensure compliance with standards and regulations.
8. Partner with operational departments to troubleshoot and escalate program issues.
9. Manage operational aspects such as budget, performance, and compliance; implement workforce and succession plans.
10. Demonstrate a growth mindset, fostering agility and development in oneself and others.

Required Qualifications

• Minimum 5+ years of client service or account support experience.
• Healthcare industry knowledge and experience.
• Proven leadership in managing teams, projects, or mentoring employees.
• Strong collaboration and teamwork skills.
• Effective execution and delivery skills.
• Excellent problem-solving and decision-making abilities.

Preferred Qualifications

• Candidates located in the Central or East Regions.
• Experience as a People Manager.
• Knowledge of TPA or Self-Insurance.

Education

Bachelor's degree preferred, with specialized training or relevant professional qualifications.

Pay Range

The typical pay range is $82,940 - $182,549, depending on experience, education, and location. The role may include bonuses, incentives, and equity awards.

Benefits

Comprehensive benefits include medical plans, 401(k), employee stock purchase, wellness programs, paid time off, flexible schedules, family leave, and more. For details, visit CVS Benefits.

Application deadline: 05/23/2025. Qualified applicants with records will be considered per legal requirements.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Other
• Industries: Hospitals and Health Care