Business Process Manager

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.

How will this role have an impact?

The Business Process Manager is a key independent contributor role within Signify’s Travel department, a team responsible for the intake, qualification, and logistical bookings of ~72k annual air, car, and hotel requests for Signify Health clinicians. Relying heavily on manual workflows and multiple systems, the team is dependent on the Business Process Manager role to focus on the design and implementation of process improvement initiatives, workforce management dashboards and distribution, and achievement of a 2 year operational roadmap to bring near and long term valuable outcomes, positively impacting the ~180M budget, delivery of capacity through prompt, effective, service-focused travel bookings, and Signify’s clinician experience as a whole.

This is a hybrid role based in Dallas, TX. This role will report directly to the Sr. Director of Operations, Travel Logistics.

What will you do:

• Serve as a subject matter expert and key collaborator to all Travel team stakeholders, working directly with Capacity Management, Clinician Experience Operations, Product, and Finance

• Establish improved operational processes, creating artifacts such as implementation plans, SOPs; Plan, deliver, and lead the delivery of the assigned process improvement initiatives and projects

• Utilize your analytic and problem solving skills, cross-functional collaboration, storytelling, and business acumen to implement incremental and large scale changes

• Ensure the Travel Managers and leadership are equipped with the data and KPIs necessary to make informed decisions regarding the people, process, and tools in use by the Travel team. Provide ongoing QA to ensure established processes are adhered to and surface outliers

• Partner with Signify’s Service Development team to perform issue/defect tracking, research/analysis on root cause, identification of potential solutions with owners and participate in obtaining buy-in, prioritization and execution of solutions once agreed upon

• Engage in day to day partnership with Clinician Management teams, Signify Recruiters, Signify Communications, Product teams as well as Travel vendors to triage defects, and support the deployment of new processes / technical features

• Manage time and projects effectively

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

We are looking for someone with: 

• 5+ years of experience with program implementation and management, project management and process design

• Critical thinker capable of developing creative solutions to complex problems

• Proven ability to plan, organize, prioritize and execute against cross functional initiatives on multiple projects simultaneously

• Understanding of key metrics and best practices for reporting / metric development

• Clear and effective communication skills at all levels of the organization

• Demonstrates competency in technology applications related to main business functions and technical proficiency required for new technology implementation and adoption

• Time management and organizational skills

• Continuous improvement mindset focused on driving efficiency and innovation

• Strong written and documentation skills; ability to create, organize, and communicate information in a clear, concise, and professional way

• Ability to recognize the need for proactive change; adapts to and motivates others to adopt values, strategies, goals and plans in response to changing business conditions

Education/Licensing Requirements:

• Bachelor’s degree in Business, Health Management or related field or equivalent experience

About Us:

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important r