Senior Manager, Provider Experience

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 Senior Manager, Provider Experience will play a critical role on the team focused on improving the end-to-end interactions that providers experience throughout their partnerships with Aetna.​ A key component of the Provider Experience team’s strategy is the development and implementation of interactive tools that surface trends and other key insights on the most meaningful metrics related to provider experience. 

• As a key member of the Provider Experience team, this colleague will establish the strategic vision and critical use-cases for these tools, incorporating feedback/learnings from users (e.g., network colleagues) and serve as the single point of contact for input/inquiries from the business.

• Additionally, this role will define the tool roadmap (in partnership with the analytics team who performs the technical development), manage and prioritize requested enhancements, and ensure execution against key milestones.

• The Senior Manager will activate effective internal use of the tools by utilizing various training approaches for users in different business units, at varying levels of organizational, and/or with different use-cases.

• This critical team member will identify opportunities to externalize the tools (e.g., with provider/health system partners) and work collaboratively with various internal stakeholders to create strategic and differentiating assets.

Key Responsibilities:

• Strategic Vision & Execution: ability to connect data & find relevance to broader objectives, quantify issues, and narrow scope for productive dialogue and efficient solutioning.

• Customer Focus: deliver tools that support collaboration and tangible outcomes; measure progress through the lens of our users (both internal colleagues and provider/health system partners).

• Curiosity: collaborate with business partners to understand their strategy, problems, and goals; work with senior leaders to identify opportunities to implement solutions.

• Analytical Thinker: inform the creation of analytic solutions that effectively weigh business and technical tradeoffs using an understanding of business strategy and analytics.

• Data-Driven: leverage knowledge of provider abrasion issues (e.g., claims, pre-authorization, appeals) to engage and collaborate with different cross-functional business areas to identify root causes and associated data-informed metrics that support solutions and ultimately strengthen provider relationships.

• Executive Presence: successful engagement with senior leaders in distributed organizations on projects that require alignment, prioritization, and synthesis.

• Communication: confident, succinct verbal communicator; produces effective written communication with little input from senior leader.

• Beacon for Culture: demonstrated experience building and enhancing organizational accountability, trust, and partnership.

Required Qualifications:

• 7+ years of experience in strategy, operations, analytics, product management, or consulting, with demonstrated business impact.

• Proven track record managing complex projects and or programs that successfully resulted in cost savings and/or other material business impacts.

• Adept at manipulating data and conducting complex analytics (Excel minimum), creating presentations (PowerPoint) and building operations process flows (Visio minimum).

• Experience working in the healthcare industry.

Preferred Qualifications:

• Utilize tools such as Tableau, PowerBI, etc. to manipulate, extract, and interpret data/insights (not necessarily to develop analytics within this software).

• Experience as a management consultant or within a business start-up or turnaround environment (entrepreneurial mindset with comfort in ambiguous situations).

• Industry Knowledge: understanding of clinical operations, c