Client Liaison Manager - CLM

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.

Position Summary

The Client Liaison Manager (CLM) works cross functionally as an interface between Customer Care Operations, other key business owners and clients who hold relationships with CVS Caremark Care and Mail Operations. The Client Operations business unit supports over 100k clients small and large in member base. As a Client Liaison Manager (CLM) you will partner with internal PBM business units to ensure successful operational client delivery for new and existing business, while maintaining regulatory and compliance requirements per contract standards. You will achieve business objectives through organized processes, application of client collaboration strategies, identification of trends across Care and various lines of business, and proactive awareness of changing customer information requests. You will ensure new clients are set up to properly support the member experience and contract requirements. You'll oversee contractual performance measurements within operations and manage tracking and reporting to ensure minimal penalties are assessed. You will oversee on-going business needs, new requirements and educate clients on how CVS Health continues to focus on the member experience with improved tools, process and technology. You'll interpret trends, synthesize and recommend solutions to address Regulatory, Legal, Compliance requirements and ensure all contractual requirements are met. As a CLM you will anticipate and proactively identify and mitigate client, member, and compliance risk while working to streamline and simply processes. 

Areas of focus also include but are not limited to strategic growth, supporting a data-driven culture; tying business analytics to quality, regulatory requirements, training, client implementation and operational activities to drive positive client and member experiences. As the CLM you will lead client support and member experience initiatives such as Corrective Action Plan (CAP) project support, plan audits, monthly and/or quarterly presentations, training, communications, reporting, facility tours, and meetings. 

As a CLM you'll work independently without assistance to establish research topics and analyze data. You will hold meetings with Account Teams, Care Leadership, Training or other key stakeholders in order to explain information and data. Flexibility is required in this role to support aggressive timelines and turnarounds for data requests and client responses.  

Responsibilities:

• Lead internal and customer-facing cross-functional projects for moderate to complex client bases with a focus on ensuring consistent service delivery and driving a positive client and member experience. Client support may include multiple small to medium size or single, large strategic accounts.
• Collaborate with internal partners to deliver client contractual requirements, through timely and accurate reporting tools; support teams to drive consistent and compliant member experience within Care.
• Create, deliver presentation materials which communicate key performance metrics, service improvement and sustainment plans to clients and stakeholders.
• Consult with Department Leaders  on strategic initiatives related to systems enhancements, process improvement and  communications impacting the client and member experience.

To be a candidate for this role you will possess the following:

• Regular and predictable attendance. 

• Ability to flex work schedule when needed for business demands. 

• Ability to skillfully manage multiple projects and meet timelines for critical deliverables.

• Ability to work in virtual environment with peers, other business partners, and complete individual responsibilities.

• Ability to travel up to 20%.

Required Qualifications

• 5 + years PBM or Managed Care experience. 

• 2 + years Project Management and/or Client Facing experience. 

Preferred Qualifications

• Previous experience working with health plans, including knowledge of benefit structures, enrol