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Position Summary

The CVS Omnichannel Specialty Customer Experience Group defines, develops, and implements products and solutions. This creates a differentiated experience for patients, improves clinical outcomes, and manages overall costs. We are a world class organization, and this role leads a team comprised of clinical and non-clinical colleagues including day-to-day operations, product development, metrics and outcomes reporting, roadmap, and innovation execution in the scope of specialty digital and non-digital solutions.

This leader is responsible to deliver best-in-class care, grow market share, create holistic experiences, and advance existing products. This leader is responsible for developing and executing a diverse portfolio to align business and technical needs, manage and prioritize roadmaps to drive the development and management of innovation for products impacting specialty patients. In this role, the leader will be responsible for multi-million-dollar investment in technical and digital solutions that improve colleague and patient experience while delivering best-in-class adherence, patient experience, and clinical outcomes. In addition to managing investment, this leader is also accountable for delivering profitability and cost efficiency to meet business objectives. Examples of deliverables include maintaining innovation, positioning, financial modeling, operational implementation, maintenance, and ongoing process improvement.

This is a unique role which will involve complex, cross-functional stakeholder management and significant exposure to senior and executive leadership and requires a strategic thinker with specialty pharmacy experience and the ability to build and lead integration of new cutting-edge solutions and services adding to our healthcare portfolio while coordinating and aligning with business leaders across CVS Health and other constituents.

Responsibilities

Strategy Management:

• Identify, propose, and create strategy for digital business opportunities that meet or answer a patient or client consumer need.

• Create strong partnership with specialty executive leadership to manage priorities to deliver efficiency and experience improvements for patients and colleagues.

• Align strategy and identify strategic partners, design creative solutions, lead complex development, and identify win-win scenarios/solutions and bring these partners through execution to production stage.

• Collaborate with enterprise partners to align digital solutions, roadmap, and influence patient experience to represent the complex needs of specialty pharmacy experience.

• Understand the marketplace in specialty to inform and propose strategic investments and innovation test & learn.

Business and Relationship Development:

• Recruit and lead diverse team complemented by clinical and non-clinical expertise.

• Direct the design and development of digital patient and colleague innovation strategies, capabilities, and offerings.

• Lead internal and external presentations to peer, senior level, and c-suite leaders to articulate specialty needs within enterprise.

• Grow market share and deliver >$70 million in adherence value.

• Partner with proposals, sales, and account teams to provide subject matter expertise for performance guarantees and clinical contract language.

• Deliver more than $9 million in cost efficiency while maintaining and improving net promoter score.

• Support specialty story creation and support sales and account teams as needed for prospective and existing clients.

Product Lifecycle:

• Create and deliver short- and long-term product roadmap for differentiated specialty digital patient experience and innovation.

• Lead delivery of results through value generation in a matrixed business setting.

• Build and rationalize funding, resource proposals, and implementation plans.

• Introduce or leverage existing data and reporting to monitor product performance.

Operations & Production Support:

• Lead team to ensure health and improvement of Specialty Digital operations, product development, patient experience, and adherence programs.

• Create and align cross-functional partners to execute design, development, delivery, and ongoing process improvement.

• Create execution plan and infuse data-driven thinking to create strategy, reporting, and financial results that demonstrate outcomes.

• Proactively seek customer, stakeholder, payor, and colleague feedback to understand and continuously improve digital experience.

• Sponsor learner internship programs, colleague development, and post graduate specialty innovation residency program

Key leadership competencies required.

• Thinks and Acts Strategically:

• Identifies innovations and sources of value for the enterprise and sets the pace for delivering results.

• Creates new partnerships internally and externally to deliver new solutions.

• Uses critical thinking and strategy to balance multiple stakeholders needs (e.g., colleague, patient, payor, pharma, pharmacy, enterprise)

• Sets Direction:

• Leads business plan development and proactively anticipate needs to meet business objectives.

• Creates the roadmap to deliver innovation by leading developing, validating, and scaling data driven solutions to maintain market leadership with patient experience, clinical outcomes, and cost management strategies.

• Develops strong relationships and proactively engages leaders at all levels to advance clinical, patient experience, and cost management strategies.

• Impacts and Influences:

• Develops and maintains productive relationships with all levels across internal and external teams.

• Addresses and helps remove roadblocks and leads team to deliver solutions to advance specialty pharmacy product & services.

• Lead specialty digital operations and innovation within Omnichannel pharmacy and across the enterprise.

• Deep industry expertise of current and future specialty health care needs with proven ability to convert expertise into products and services.

• Uses deep knowledge of specialty and overall health care market dynamics to deliver results.

• Maintains deep understanding across the enterprise to drive innovation efficiently and effectively.

• Develops, leads, and articulates the innovation story internally and externally to clients.

• Delivers results.

• Identifies risk and mitigation strategies to ensure deliver short- and long-range innovation solutions.

• Prepares and delivers presentations that translate analytic insights to tangible actionable solutions to implement.

• Sets vision and gains alignment from team and cross functional partners; holds individuals and self-accountable for results.

Required Qualifications

• Deep knowledge of specialty pharmacy and/or digital product development (10+ years of experience)

• Demonstrated delivery advanced clinical care and digital solutions to improve patient experience.

• Proven results delivering significant profitability and cost saving programs.

• Strong leader of people and teams.

• Ability to deliver results and create strong partnerships in a highly complex organization.

• Strong financial experience with business case development, capital investment, expense management, and budgeting.

• Established executive presence with leading internal and external meetings and presentations.

• Ability to simplify complex ideas and processes.

• Skilled with Office 365 suite of products.

• Proficient with navigating opposing viewpoints and negotiating to achieve results.

• Curiosity and innovation mindset.

Preferred Qualifications

• Data analytics and outcomes reporting

• Post-graduate residency, internship, or learner program development and leadership

• Mastery of data structure, analysis, and report production.

Education

• Bachelor's degree required

• RPh and/or MBA preferred

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,195.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 12/04/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.