Client Operations Lead — Healthcare Programs

CVS Health; Clifton (TX); On-site; USD 60,000 - 133,000; Full time

Benefits offered by this job

Benefits package

Bonus eligibility

Job summary

CVS Health is seeking a Client Success Operations Lead to serve as the main operational contact for clients and internal stakeholders, aligning success strategy with projects and resources.

You will partner with senior account leaders, manage prioritization, and lead program implementations across outreach, data ingestion, reporting, and ensure deliverables meet SOWs; travel 3-4 days up to 6 times a year as needed.

Qualifications

• 4–6 years of healthcare account operation experience, managing complex programs with high executive visibility.
• 2–4 years of experience planning, resourcing, and executing client-visible projects that cross product, technical and delivery teams
• 2–4 years of stakeholder management experience
• 1–4 years of experience motivating across teams to achieve a goal—demonstrated ability to build and mentor colleagues to develop skill sets needed to achieve goals
• Strong client communication skills—demonstrated experience delivering bad news to a client while maintaining a strong working relationship
• Demonstrated ability to learn details quickly to coach others or solve complex problems
• 1+ years of experience tying operational solution to client or process problems.
• Ability to travel 3-4 days up to 6 times a year
• Demonstrated experience being primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 2+ years
• Proven track record of reviewing and organizing data in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)

Responsibilities

• Partner with senior account management leaders and enterprise client leadership to maintain visibility for client priorities.
• In partnership with account managers, have critical conversations with clients about timing and expectativas for problem resolution and what requests we cannot meet.
• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.
• Lead program implementations across member outreach, data ingestion, reporting, network activation.
• Build and maintain strong relationships with key stakeholders.
• Reconcile client deliverables meet or exceed SOW requirements.
• Understand and clearly document client requirements for program success.
• Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives.
• Oversight of the client direct mail and email campaigns.
• Monitor success and serve our clients through managing the completion of ad-hoc reporting projects.
• Forecast and communicate updates and escalations with internal stakeholders in support of client programs.
• Submit and track tickets for client requests directly related to the success of the program.
• Manage process for internal tracking, documentation, and client response formulation for member grievances.
• Backup support and account coverage in the absence of the Client Success Executive to ensure an internal resource is always available.
• Manage team utilization across a matrix of teams and roles – aligning projects and resource allocation to meet critical goals.
• Communicate complex concepts to clients through strong data presentation skills, clear speaking, and writing.
• Oversee delivery of client-facing deliverables, custom data and reporting requirements, and program metrics using automated operational systems.

Skills

Power BI

Asana

Excel

Google Suite

Data presentation

Stakeholder management

Client communication

Education

Bachelor’s degree in business, economics, operations management, or related field

Tools

SQL

Job description

CVS Health is seeking a Client Success Operations Lead to serve as the main operational contact for clients and internal stakeholders, aligning success strategy with projects and resources.

You will partner with senior account leaders, manage prioritization, and lead program implementations across outreach, data ingestion, reporting, and ensure deliverables meet SOWs; travel 3-4 days up to 6 times a year as needed.