Manager, Executive Resolutions

Job not on LinkedIn

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $66.3k - $145.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Ensure every patient communication channel has a workflow supported by Epic and Salesforce • Resolve complex internal partnership issues from stakeholders and high-priority service channels • Lead and supervise a central team providing intake and triage support for Service Recovery case resolutions • Manage escalated patient cases and provide outbound follow-up for service recovery • Ensure timely delivery of complete resolutions and responses for every case outcome • Coordinate resolution of complex cross-functional situations across operations, clinics, central teams, field teams, and patients • Design a sustainable Resolutions program supporting clinical care teams • Establish training, patient-issue resolution, and coordination processes and designate process owners • Oversee, motivate, coach, counsel, and recognize the Executive Resolutions team • Design, develop, analyze, and engage stakeholders around Service Recovery protocols and programs • Forecast central-team staffing needs and develop existing talent • Collaborate with cross-functional partners to improve customer experience solutions and processes • Maintain a high-quality work culture through direction, performance feedback, coaching, and recognition • Act as an escalation point for leaders regarding team performance issues • Provide guided or hands-on support encouraging decision-making and accountability • Communicate significant changes to Service Recovery results and patient or stakeholder feedback • Perform other duties as assigned

🎯 Requirements

• Undergraduate degree required • Masters degree preferred • US work authorization • Oak Street Health working operational knowledge and experience preferred • Ability to multitask, prioritize, and manage time effectively • Communication proficiency • Organization skills • Outstanding phone demeanor and etiquette • High level of integrity • Computer proficiency, including Google Docs and Sheets • Problem Solving/Analysis • Desire to lead a team to provide the highest level of customer service • Flexible and positive attitude • Someone who embodies being “Oaky”

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being • CVS Health bonus, commission or short-term incentive program