Sr Mgr, Diagnostic and Preventive Service Program Support

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.

The Senior Manager of Diagnostic and Preventive Services (DPS) is a leadership role focused on operationalizing critical initiatives to achieve both near and long term results for the DPS service line. This individual will lead a team of operational analysts who perform ongoing analysis, monitor performance, provide exceptional provider support and drive the implementation of operational improvements.  This leader will maintain responsibility for the performance of the Signify Health provider network, specifically as it relates to DPS, and will be the primary driver of steady state operational delivery for all DPS products. The Senior Manager will be integral in shaping the organization's performance focused culture and building trust across diverse teams and internal stakeholders, while continuously prioritizing a superior provider experience. The Senior Manager will report to the Lead Director of Clinician Operations and serve as a primary point contact for Product, Operations and other business partners focused on the DPS service line.

What will you do?

• Manage a team of analysts 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 Director and 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.

• Manage time and people effectively

• Ensure execution and compliance with Signify Health’s strategic initiatives

• 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 

We are looking for someone with:

• 7+ years of accomplished leadership experience, preferably within a healthcare organization

• Experience managing change, developing and maintaining excellent relations with executives, customers, operations and Product Management staff at all levels. 

• Prior performance improvement or project management experience

• Excellent verbal and written communication skills

• Experience managing high performing teams

• Ability to recognize, evaluate and solve complex problems, including internal and external escalations 

• Understandin