Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

　　Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

　　Position Summary

　　As a member of the Medicare Stars Member Experience team, the National Patient Experience Manager will be accountable for driving or guiding development of holistic solutions and/or key strategic plans. Proactively identifies opportunities for improvement and independently influences business leader(s) to act or change behavior through negotiations and/or consultation that promotes issue resolution Communicates compelling and concise results to empower client groups in decision making regarding initiative opportunities. Facilitates thorough business case and external customer value analysis to determine selection, prioritization positioning and approach for broadest range of potential solutions (eg. outsourcing, process improvements, technology solutions). Conducts client contracting process, builds optimal influential client relationship for results and deliverables and manages relationship throughout engagement. Fully integrates baseline and metrics tracking into initiative planning and execution for optimal results. Shares joint accountability for initiative's return on investment. Provides continuous coaching, direction, feedback and development for other consultants, matrixed staff and/or external vendors as required Drives or guides engagement using a disciplined repeatable methodology. Designs, develops interventions, and facilitates work sessions. Develops and delivers all required analysis, reporting and presentation materials Gathers, analyzes, and synthesizes business intelligence to drive achievement of strategic business objectives. Facilitates diverse internal and external networks, as appropriate, for data gathering and best practice identification. Leverages internal and external networking to drive optimal initiative results and knowledge/best practice transfer.

　　Responsibilities

　　This role is responsible for building and maintaining unwavering relationships with all stakeholders to be a trusted advisor.

　　Deploys Aetna's proprietary immersive learning solution for rapid improvement. Manages user access, behavioral learning analytics, and coaching performance within the system.

　　Leads in-person experience labs to support provider related goals to include performance optimization, culture enhancement, team-centricity, and Aetna differentiation. At times, may engage provider organizations Patient-Family Advisory Councils.

　　Establishes a concise and measurable improvement strategy for targeted provider organizations in collaboration with stars, network, provider experience, and market leadership to produce improvements in CAHPS / NPS measures. Oversees delivery of KPIs and the narrative on our member's journey.

　　Serves as senior consultant to assigned provider organizations on their efforts to elevate consumer-centricity. Act as a subject matter expert for all voice-of-customer programs including patient experience surveys, grievance data, CAHPS, call center monitoring, NPS, and customer effort metrics (not exhaustive).

　　Provides thought leadership on a local and national scale regarding the work to be done and the next generation of experience leadership. Has a shared-CVS Health/Aetna point-of-view on the consumer life cycle, completely understands their end-to-end journeys, and how to deliver world-class experiences.

　　Requirements

　　- 3-5 years' experience CAHPS family of survey's (MA-CAHPS, H-CAHPS, CG-CAHPS)

　　- 3-5 years Patient Experience survey process, vendors, and methods

　　-7+ years experience with several of the following methodologies: management consulting, project consulting, business process consulting, financial strategic analysis, mergers and acquisitions, strategic business planning, and/or risk management consulting.

　　--Demonstrated relationship management skills at the senior level; capacity to quickly build and maintain credible relationships at varying levels of the organization simultaneously.

　　-Demonstrated leadership with relevant initiatives: Business process, enterprise business project management/consulting, financial strategic planning and analysis, mergers and acquisitions, strategic planning, risk management.

　　-Demonstrated superior business process, project management and organizational redesign experience.

　　-Demonstrated experience successfully implementing change in complex organizations.

　　-Experience with enterprise-wide and/or cross-functional large scale initiatives with high degree of complexity.

　　Additional skills include: Team leadership and team building skills.Analytical and planning skills.Negotiation/influencing skills.Relationship and change management skills.Organizational skills.Time management skills.Critical thinking skills.Oral and written communication skills. Preferred Qualifications

　　MBA, MHA or LSSGB or Certified Patient Experience Professional (CPXP)

　　Education

　　4-year bachelors in hospitality, business, communications or healthcare administration

　　Pay Range

　　The typical pay range for this role is:

　　$79,200.00 - $170,800.00

　　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. This position also includes an award target in the company's equity award program.

　　In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

　　For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

　　CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

　　You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.