Manager, Product Implementation

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 Product Implementation Manager supports Product Application Strategy and Operations within the Aetna Commercial Product organization by maintaining the integrity of key enrollment applications in help desk, testing activities and project work for Springboard & ABAT.  This position will identify and rectify issues related to systems supported including escalating to appropriate technology partners when resolution requires further intervention.  You will act as a product advocate through system promotion, user education and issue documentation, gathering feedback and providing analysis in support of continual product improvement.  This is an individual contributor role that will also be responsible for leading or participating in portions of large projects or projects with moderate risks.

Additional responsibilities include:

• Represent application helpdesk effectively in cross-functional ticket resolution processes, demonstrating understanding of applications and processes.

• Apply specialized application knowledge to ticket triage and resolution processes to ensure no member access to care issues.

• Apply specialized application knowledge to testing processes to ensure no member access to care issues.

• Independently and proactively manages application health and overall functionality from day-to-day tasks to resolution of complex inquiries and issues.

• Independently manage ticket lifecycle from triage, assessment, and resolution of moderate to complex inquiries and issues.

• Deliver an average ticket turnaround time (TAT) within defined metrics.

Our team is dedicated to a culture of continuous improvement and values collaboration and teamwork to deliver the best products and services to our customers.

Required Qualifications

• 3 years IT Help Desk Support and/or Health Insurance supporting escalation calls and product support
• 2 to 3 years network enrollment support
• Proven strong problem solving, and data skills
•  Proactive Leadership
• Excellent written communication skills, including documentation
• Ability to drive change

Preferred Qualifications

• Experience with small group plans
• Product and benefit experience/knowledge
• Familiarity with the new business and renewal business
• Sales/underwriting and case installation processes

Education

• Bachelor's Degree or equivalent work experience.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

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