Sr. Manager, Account Management - Small Group (2-200) Mid-South Region

CVS Health

4d • $68,000 - $142,392

About The Position

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: Leads and manages a team of Account Managers responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction, retention, and profitable growth and execute cross-sell and conversion initiatives. Fundamental Components: Provides oversight and direction to the acct mgt staff; plans, staffs, and organizes timely coordination of goals and projects; provides appropriate and effective training. Ensures consistent service to constituents by monitoring performance measures and allocating staff resources to meet service expectations. Implements appropriate processes to achieve service goals for the region. Attracts, selects, and retains high-caliber, diverse talent. Develops, motivates, evaluates, and coaches staff on work procedures, renewal processes, proper call handling, and teamwork to deliver excellent constituent service. Continually looks for opportunities to increase customer/broker satisfaction and team efficiency. Leads process improvement initiatives to increase productivity and customer service. Consults with internal departments to explore options and resolve service issues to improve customer satisfaction. Regularly provides updates to senior leadership on team’s operational successes or improvement areas. Assists with the organization of all activities related to product training and development seminars involving department staff in all locations; performs ongoing monitoring to ensure the desired results are attained. Required to communicate with internal and external parties telephonically and/or in person. May require travel to offsite locations for in-person meetings. Works collaboratively with functional partners to ensure clear communication, understanding of business processes and alignment in achieving goals, and identify/share opportunities for process improvement to benefit our customers, brokers & internal colleagues

Requirements

• Life/health resident insurance license required.
• 7-10 years of account management experience in with demonstrated leadership in account management development, execution, and accountability and innovative service and sales approaches.

Nice To Haves

• Preferred experience with small group health insurance/employee benefits.

Responsibilities

• Provides oversight and direction to the acct mgt staff; plans, staffs, and organizes timely coordination of goals and projects; provides appropriate and effective training.
• Ensures consistent service to constituents by monitoring performance measures and allocating staff resources to meet service expectations.
• Implements appropriate processes to achieve service goals for the region.
• Attracts, selects, and retains high-caliber, diverse talent.
• Develops, motivates, evaluates, and coaches staff on work procedures, renewal processes, proper call handling, and teamwork to deliver excellent constituent service.
• Continually looks for opportunities to increase customer/broker satisfaction and team efficiency.
• Leads process improvement initiatives to increase productivity and customer service.
• Consults with internal departments to explore options and resolve service issues to improve customer satisfaction.
• Regularly provides updates to senior leadership on team’s operational successes or improvement areas.
• Assists with the organization of all activities related to product training and development seminars involving department staff in all locations; performs ongoing monitoring to ensure the desired results are attained.
• Required to communicate with internal and external parties telephonically and/or in person.
• May require travel to offsite locations for in-person meetings.
• Works collaboratively with functional partners to ensure clear communication, understanding of business processes and alignment in achieving goals, and identify/share opportunities for process improvement to benefit our customers, brokers & internal colleagues

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager