Senior Analyst, Clinician Success

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

We are looking for a proactive, driven, personable, and action-oriented individual to join our Implementation and Clinician Success team. This client-facing  role will be responsible for partnering with our clients to seamlessly integrate eConsults into clinicians’ workflows, identify gaps in engagement, improve processes and help to drive ongoing engagement initiatives. The ideal candidate will bring a sense of deep empathy and understanding of primary care delivery, and will help to plan, create and improve our current and future service experience to improve the user experience. Success will be measured by the strength of client partnerships and by RubiconMD’s impact on our clients’ care delivery.

Key responsibilities: 

• Own end to end implementation of  eConsult program initiatives across a variety of client segments, working within defined implementation plan timelines 

• Establish effective interpersonal relationships with all levels of client personnel, including primary care clinicians, support staff, practice managers, and organizational leadership (C-Suite level). Promote an atmosphere that encourages enthusiasm and user participation in RubiconMD’s platform while creating a positive environment for sharing feedback and suggesting improvements

• Onboard end users to the platform, including raising awareness and excitement among clinicians and clinic staff and facilitating trainings

• Increase eConsult utilization using clinician engagement tactics,  process improvement techniques, and knowledge of clinical workflows and provider challenges; advocate for and enable incorporation of eConsults into the clinical workflow.

• Identify opportunities for programmatic eConsult use cases and liaise with key internal and client stakeholders to design and implement targeted programs

• Aggregate client feedback and insights in order to inform future  product roadmap and platform technology enhancements.

• Collaborate with other internal teams such as clinical operations, account management, business development, operations, analytics, legal, finance,  and product to deliver upon client requests. Serve as the voice of the user by sharing insights and feedback and partnering to drive solutions with internal product and development teams 

• Utilize RubiconMD’s reporting suite to derive key insights about client utilization and develop action plans to increase utilization as needed

• 10% travel to client/clinic sites as needed

Desired skills, attributes and experience: 

• 2+ years of project or program management

• 2+ years of experience directly working with primary care clinicians including clinical operations,  provider relations, clinician education, practice transformation, or technology implementation 

• Understanding of best practice primary care workflows and value-based care initiatives

• Passion for inspiring clinician behavior change that fosters high-quality, value-based care best practices for improved patient outcomes

• Client-facing experience is preferred

• Strategic Approach and Detailed Execution: sees and articulates big picture goals and takeaways, and can dive into the details to drive execution; documentation is already your best practice 

• Planning and Organization: has a keen sense for prioritization from email habits to time management, to information juggle about stakeholders, teams, clients, and products

• Leadership: has the ability to drive alignment, action and deliver results when managing multiple stakeholders both internally and with the client; you are not afraid to make decisions and drive to resolution and next steps

• Facilitate and Train: exhibits strong presentation and public speak