Lead Director Part D Member Experience

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Position Summary

As the Lead Director, Medicare Part D Member Experience you will lead a team to develop cross-functional solutions to address Medicare Advantage Part D member experience opportunities, resulting in initiatives that significantly impact organizational strategy, enabling the organization to be competitive annually in Medicare Star Ratings and effectively serve its customers better each year. You will provide thought-leadership and CXO-mindset on how to solve member facing opportunities within mail order delivery, digital experience, PBM and retail experience for our members. Leads a multidisciplinary experience optimization team to fuel a continuous improvement cycle that addresses real-time KPIs like; net promoter score, complaints per thousand members. You will maintain an excellent relationship with stakeholders across the entire CVS Health enterprise.   As the Lead Director, you will take collaboration to the next level to optimize the achievement of strategic business objectives to support profitable growth through a deep focus on how Aetna and its partners can optimize the drug plan experience and make it easy to get the prescriptions needed.  

Fundamental Job Components:

• Advise management through strategic business consultation to support the organization's Star Ratings and member retention goals.
• Coordinate all researching, collecting, analyzing, and compiling of data and information to drive improvement strategy and tactics.
• Design, develops, and implements improvement programs and processes for member facing Medicare Advantage Part D experiences and other key business processes that indirectly impact the member experience in partnership with Caremark (Aetna's Pharmacy Benefits Manager)
• Communicate with top management regarding PBM operations, experience metrics, voice of customer, and competitive market trends by providing analysis and recommending solutions.
• Communicate strategically internally and externally with clients, and senior management regarding the goals and objectivesof the business.
• Advise management regarding current business trends and best practices preparing analysis for senior management, stakeholders and clients.
• Administer strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.

Required Qualifications

• Excellent presentation skills (ppt, in-person, virtual)
• Excellence communication skills.
• Thorough understanding of Medicare Advantage and current opportunities within Part D.
• Demonstrated ability to collaborate.
• Demonstrated ability to be persuasive
• 7-10 years of relevant work experience
• 3 years Project Management experience
• 5 years Medicare or healthcare experience

Education

• Bachelor’s degree or equivalent work experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs,