Associate Manager, Grievances

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
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

CVS Health has an exciting new opportunity within the Grievances team in Scottsdale, AZ. As the Grievance Associate Manager, you will oversee a team of Grievance Analysts who perform research, case management, and resolution for Medicare D (Med D) Grievances. In this Grievance Associate Manager role, you will handle coaching, mentoring, monitoring, and reporting on team performance. You will also report on and monitor potential issues related to process and procedures.

As a Grievance Associate Manager, you will:

• Lead the team to meet or exceed performance standards and quality expectations
• Participate in CMS-facing or client-facing meetings and presentations
• Perform case management, research and resolution
• Communicate cross functionally and escalate internal partner research responses as needed
• Set goals for team (as necessary) and track progress
• Provide team with critical feedback and coaching; coordinate re-training where developmental challenges have been identified
• Support departmental goals of maintaining process controls, adhering to CMS guidance, and upholding excellent outcomes of internal and external audits
• Assist in the creation of standard operating procedures in accordance with regulatory requirements

To be successful in this role you will need to be proficient in navigating Microsoft Word and Excel, detail-oriented along with having strong leadership skills. A successful Associate Manager is receptive to constructive feedback and flexible in adapting to change while effective in planning, prioritizing, and organizing their time and workload to achieve department goals and deadlines.

REQUIRED QUALIFICATIONS

• 2+ years of related experience leading/supervising
• 1+ years of experience with computer programs, specifically Microsoft Excel, Word, Outlook, Access

PREFERRED QUALIFICATIONS

• Previous experience within Pharmacy Benefit Management (PBM) or pharmaceutical related industry
• Previous Med D grievance experience

EDUCATION

H.S or Equivalent
Bachelor’s Degree

Please refer the Job description for details