Specialty Operations Process Improvement Manager

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

The Specialty Process improvement manager will lead and support process and performance improvement projects within the Specialty Pharmacy. The manager will conduct business process reviews of front end and back end pharmacy operations to improve efficiency, quality, customer experience, and financial performance. In addition, the team will focus on driving improvement in colleague performance across important metrics such as call quality and net promoter score.

REQUIRED QUALIFICATIONS

• 5-8 years of experience leading operational improvement efforts, including project management required
• Experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc)
• Lean Six Sigma Green
• Ability to process and synthesize quantitative and qualitative data to derive actionable solutions
• Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques)
• Demonstrated facilitation skills
• Excellent presentation and communication skills, including aptitude for fact gathering, writing, and analysis
• Ability to meet deadlines and satisfy customers with multiple conflicting priorities
• Ability to effectively interact one-on-one with all levels of management
• Prior experience leading and developing cross functional teams
• Ability to work collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement
• Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements; conveys strong sense of urgency to drive issues to closure

PREFERRED QUALIFICATIONS

• 8-10 years of related experience preferred
• Lean Six Sigma Black Belt
• Experience in performance measurement and process improvement in call center, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics.
• Experience in the mail and/or specialty pharmacy space, particularly front end and/or backend operations
• Minitab and/or SQL, Python, R experience

EDUCATION

Bachelors or Master’s degree in relevant field (business, industrial engineering, economics, computer science, or operations research) or related experience required

Please refer the Job description for details