Mgr, Executive Resolutions

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.

Summary The Manager of Executive Resolutions plays a crucial role in ensuring patient concerns from all feedback channels receive a comprehensive investigation, assessment, and resolution. This position supports the delivery of top-tier care for patients who are exposed to potential attriton drivers or have struggled to find solutions from other teams or channels within the company for other issues. The responsibility of this role extends to determining necessary resources and procedures for the long-term sustainability of both the Executive Resolutions team and the overall Service Recovery capability. In addition to managing a team dedicated to resolving patient issues, this role also guides specific team members trained to respond to internal feedback from fellow employees and navigate complex situations.  This managers team will handle proactive and escalated patient cases from various channels such as provider departures, compliance/payer grievances, emails, social media posts, survey feedback, and requests for executive escalation. As the team expands in size and capabilities to include more channels for comprehensive resolution of negative patient experiences, your responsibilities will encompass establishing a process and designating process owner(s) for training, resolving patient issues, and coordinating resolutions with central as well as clinic care teams. Moreover, you'll be tasked with overseeing, motivating, acknowledging, coaching, counseling the Executive Resolutions team's efforts in conjunction with Service Recovery activities across central teams. This includes, but is not limited to, the design, development, stakeholder engagement, and analysis of protocols or programs that bolster the necessary use of the full Service Recovery capability.

Core Responsibilities: Ensure every channel by which a patient communicates directly or indirectly with us has a workflow that is supported by Epic & Salesforce workflows   Demonstrate ownership and accountability to thoroughly resolve complex internal partnership issues coming from stakeholders and/or high priority service channels; serve as lead who supervises a central team that systematically provides intake and triage support to SR case Resolutions– acting as an extension of the clinics Manage team that handles multiple patient escalated cases simultaneously, providing outbound follow-up as needed for service recovery. Supervise and guide the team to follow through with the timely delivery of complete resolutions and responses to every case outcome, including invalid cases.   Demonstrate and articulate strong understanding of all areas of the organization, including operations and clinic functions, conveying an ability to discern how to best coordinate resolution of complex, potentially cross-functional situations Design a sustainable Resolutions program to relieve and provide support for clinical care teams Leverage outstanding verbal and written communication skills with both internal partners and customers, to explain complex topics clearly, respond well under pressure, and successfully navigate emotionally charged situations. Problem-solve with creativity, coordinating cross-functional resolution for concerns from all impacted stakeholders, including patients. This may include alignment with central teams and field teams to organize appointment scheduling, create a path to expedite outstanding orders (DME, referrals, and diagnostics), decrease visit wait times, or improve Oaky