Specialty Operations Process Improvement Manager

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary
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 front end and back end 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.

Required Qualifications

• 5-8 years of experience leading operational improvement efforts, including project management required
• Experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc)
• Lean Six Sigma Green
• 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)
• Demonstrated facilitation skills
• 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
• Prior experience leading and developing cross functional teams
• 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

• 8-10 years of related experience preferred
• Lean Six Sigma Black Belt
• Experience in performance measurement and process improvement in call center, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics.
• Experience in the mail and/or specialty pharmacy space, particularly front end and/or backend operations
• Minitab and/or SQL, Python, R experience

Education

Bachelors or Master’s degree in relevant field (business, industrial engineering, economics, computer science, or operations research) or related experience required

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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