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About the Role

This leadership role focuses on operationalizing critical initiatives for the Diagnostic and Preventative Service (DPS) line, driving near- and long-term results. The individual will lead a team responsible for analysis, performance monitoring, provider support, and implementing operational improvements, ensuring the performance of the provider network for DPS products.

Responsibilities

Manage a team of associates responsible for daily operations and provider engagement as it relates to DPS products and services.
Establish success and productivity metrics, including clearly defined and documented KPIs; hold all team members accountable to performance expectations.
Work with leaders across the company to develop and execute process improvements required to optimize performance.
Develop and maintain accurate and detailed documentation of all critical processes.
Act as a centralized point for Operations in the coordination and development of plans for the steady state transition of new products and services; create staffing models to ensure adequate resourcing.
Contribute to Operations roadmap for all Operations teams involved in supporting DPS services and participate in the quarterly and annual planning process alongside the VP of DPS Operations.
Ensure exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success.
Review and monitor operating metrics trends and results; partner with Analytics to obtain new or updated visibility into data when necessary.
Development of a high-performing team based on analytical, process improvement and customer service skill sets.
Monitor and evaluate performance of direct reports on a timely and consistent basis.
Promote a high-performing, engaging culture of two-way communications and create opportunities for staff participation.
Support direct reports in monitoring Provider completion rates and conduct appropriate follow up for low performance.
Ensure execution and compliance with strategic initiatives.
Monitor trends across DPS product offerings and identify opportunities for improvement through non-completion analysis.
Lead and track initiatives across CXO, Product, Clinical Success, and Vendor teams to reduce non-completion rates.
Partner with Product teams to resolve complex operational and technical device issues.

Requirements

7 to 10 years of relevant experience.
7 to 10 years of accomplished leadership experience, preferably within a healthcare organization.
5 to 7 years stakeholder management experience.
Ability to articulate the organizational value delivered to all levels of the company to executives.
Ability to tell the story of the value that is currently in your backlog or roadmap using data, KPIs, or expected financial results.
Prior performance improvement or project management experience.
Ability to be an on-call escalation point for provider issues, should the call go unanswered by Tier 1 support, including on holidays and weekends.
Ability to travel up to 25% if not located in the DFW Metro.
Excellent verbal and written communication skills.
Ability to recognize, evaluate and solve complex problems, including internal and external escalations.
Understanding of key metrics and best practices for reporting / metric development.
Proven ability to prioritize with a team and advocate for priorities with other teams.
Advanced skills in MS Office; specifically, MS Excel and MS Word.
Adept with technology.
Visible, results oriented and nimble leader with a reputation of doing what it takes to get the job done while ensuring strong interpersonal relationships.
Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence.

Skills

MS Excel
MS Word
AI agent technologies
Power BI
Salesforce

Location

DFW Metro

Work Type

Full-time

Experience Level

Leadership experience
Stakeholder management experience
Performance improvement experience
Project management experience

Education Level

Bachelor’s degree in business, health care, operations management, or related field.
An equivalent combination of experience and training may be considered instead of a formal degree.

Salary/Compensations

$67,900.00 - $199,144.00

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs

About the Company

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience.
At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do.
Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Equal Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.