Manager, Specialty Pharmacy Process Improvement

Specialty Process Improvement 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.

The Specialty Process Improvement Manager will lead and support process and performance improvement projects within the Specialty Pharmacy. The manager will conduct business process reviews of pharmacy operations to improve efficiency, quality, customer experience, and financial performance. In addition, the team will focus on driving improvement in colleague performance across important metrics such as call quality and net promoter score.

Responsibilities include : executing strategic process improvement projects using lean six sigma tools and methodologies; identifying process improvement opportunities in collaboration with business partners targeting an improved customer experience, operational efficiencies, cost avoidance, and revenue and EBIT growth; providing support to Business Leaders in Pharmacy Operations, Technology Team to support problem identification, solution definition and refinement, measurement, and tracking of outcomes; partnering closely with various Operations functional / department leaders and teams in readying Operations for solutions process delivery and adoption; responsible for interfacing and communicating at varying levels of the organization, including direct communication with cross-functional areas across the company, colleagues, functional area leaders, and project teams; driving outcomes, analyzing results, establishing baseline metrics, and tracking value generated through the improvement of KPIs; developing and presenting effective presentations to a diverse population of individuals across Specialty with varying responsibilities, educational backgrounds, and interests to facilitate and drive improvement.

Required qualifications include : 5-8 years relevant process improvement, technology and / or strategy operations experience; strong analytical skills, experience working with data interpreting data and using data to drive solutions and outcome; excellent presentation and communication skills / techniques; ability to work collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement; demonstrates high level of integrity and independent judgement and initiative; demonstrates strong and effective high-quality execution to meet deliverables and tasks in appropriate timelines; ability to process and synthesize quantitative and qualitative data to derive actionable solutions; data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques); excellent presentation and communication skills, including aptitude for fact gathering, writing, and analysis; ability to meet deadlines and satisfy customers with multiple conflicting priorities; ability to effectively interact one-on-one with all levels of management; ability to work collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement; demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements; conveys strong sense of urgency to drive issues to closure.

Preferred qualifications include : 2+ years of experience in a Specialty Pharmacy; Lean Six Sigma certification or 2+ years of related professional experience; experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc); proven ability to support multi-faceted initiatives and use effective judgment in prioritization and time allocation; experience in the following software platforms - including but not limited to : Web based applications, Tableau, SharePoint; highly skilled and experienced in all Microsoft products - Excel, Word, PowerPoint, Power BI, Power Automate etc; experience in the mail and / or Specialty Pharmacy space, particularly frontend and / or backend operations; Minitab and / or SQL, Python, R experience.

Education : Bachelor's Degree or equivalent experience required.

Anticipated weekly hours : 40.

Time type : Full time.

Pay range : $54,300.00 - $159,120.00.

Great benefits for great people. We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include : affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.