Client Liaison Manager (individual contributor)

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.

Position Summary

The Client Liaison Manager (CLM) will work cross functionally as an interface between Customer Care Operations, other key business owners, and clients who hold relationships with CVS Caremark and Mail Operations. The CLM 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. Client Liaison Managers ensure new clients are implemented successfully to support the member experience and contract requirements. The role oversees contractual performance measurements within operations and manage tracking and reporting to ensure minimal penalties are assessed. CLMs interpret, synthesize and recommend solutions to address Regulatory, Legal, Compliance requirements and ensure all contractual requirements are met. This role will anticipate and proactively identify and mitigate client, member, and compliance risk(s).   

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.  The CLM 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.   

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

• 3 + years PBM or Managed Care experience. 

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

Preferred Qualifications

• Deep understanding of call center operations. 

• Analytical skills with excellent oral, written, and presentation skills. 

• Experience with delivering client presentation and initiatives. 

• Proficiency in Microsoft Office applications. 

• Prior use of SalesForce, creating and managing cases.

• Strong knowledge of Mail Order Operations. 

• Familiarity with Medicare D systems.

Education

• High School Diploma, General Equivalent Development (GED) or 5-8 years of equivalent work experience required.

• Associate Degree or Bachelor Degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $145,860