Member Communication - Consultant

Job Description
Member Communications Operations is the point of entry
for all Member Communications requests and is the project manager for all Member Communications, regardless of communication channel. Approximately 130 million member communications are executed through the
Caremark PBM annually. This position will be responsible
for managing the execution of member communications
through print, IVR, LOC, Text, and Email.
This position is expected to:
- Work directly with requesters and internal partners to
ensure adherence to client performance guarantees, CMS
(Medicare/Medicaid) requirements are met, issues are
addressed and resolved and mailings adhere to
flawless execution
- Work directly with internal departments to drive process
and project deadlines
- Create and manage product procedure documents to
ensure ongoing adherence
- Identify cost savings and process streamlining
opportunities to reduce costs
- Responsible for cross-functional stakeholders for
managing the process of getting member communications
from request to production
- Identify and manage member communications across
channels (print, email, IVR, LOC and Text) to reduce
company costs
- Responsible for all aspects of communication audits
including all error reconciliation, problem resolution and
responsible for creating Corrective Action Plans when
necessary
- Develop and execute against detailed plans and reports
- Spearhead communication with multiple areas of the
business to ensure deadlines are met
- Determine requirements and work with internal partners
and stakeholders to ensure accurate communication,
alignment with corporate branding and standards
- Responsible for complete quality control of
communications to ensure flawless execution and
adherence to client requirements
- Responsible for accurate project tracking in centralized
workflow tool (Aprimo) which directly relates to billing
accuracy and reporting to executive level management
- Ensure that all communications are executed with
consistency, reliability and accountability for CVS
Caremark clients and members

Required Qualifications
3+ years of communications project management or PBM organizational experience

Preferred Qualifications
- Understanding of account services/member
communication levers and related execution
- Previous PBM and/or direct marketing experience
- Strong written and oral communication stills
- Attention to detail with process quality mindset
- Proven ability to manage multiple projects concurrently
- Demonstrated capability to deliver work in a multi-project
team-oriented environment

Education
Verifiable High School diploma or GED is required
Bachelor's degree preferred

Business Overview
It’s a new day in health care.


Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.


We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.


CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.


If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.