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 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.
Required Qualifications
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 conduct
- Forecast staffing needs of the central team while ensuring the development of existing talent in line with Oaky Values and Heart at Work Service Behaviors
- Collaborate with cross functional partners to identify and respond to needed changes in solutions and processes that contribute to best-in-class customer experiences
- Maintain and motivate a high-quality work culture that consists of daily direction and performance feedback to team members, monitors and recognizes healthy interactions, developmental coaching, and sustained results
- Act as a point of escalation for leaders to share concerns and get feedback on team performance issues. Provide guided or hands-on support to team members and other Oakies encouraging decision-making and accountability
- Use sound judgment in upward communication regarding significant changes to SR results, patient or stakeholder feedback, or other meaningful concerns, always partnering to refine processes related to elevating the overall patient experience
- Other duties, as assigned
This role reports to a senior leader of the Executive Resolutions team.
Preferred Qualifications
What are we looking for?
We’re looking for motivated, patient-focused leaders with:
- Desire to lead a team to provide the highest level of customer service
- Oak Street Health working operational knowledge and experience preferred
- A flexible and positive attitude
- Ability to multitask, prioritize, and manage time effectively
- Communication proficiency
- Organization skills
- Outstanding phone demeanor and etiquette
- High level of integrity
- Computer proficiency, including Google Docs and Sheets
- Problem Solving/Analysis
- US work authorization
- Someone who embodies being “Oaky”
What does being “Oaky” look like?
- Radiating positive energy
- Assuming good intentions
- Creating an unmatched patient experience
- Driving clinical excellence
- Taking ownership and delivering results
- Being relentlessly determined
Education - Undergraduate degree required; Masters degree preferred
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$66,330.00 - $145,860.00This 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.
Skills Required
- Undergraduate degree
- US work authorization
- Ability to lead and manage a team
- Strong verbal and written communication skills
- Ability to multitask, prioritize, and manage time effectively
- Problem-solving and analytical skills
- Computer proficiency, including Google Docs and Google Sheets
- Organization skills
- High level of integrity
- Outstanding phone demeanor and etiquette
- Oak Street Health operational knowledge and experience
- Master's degree
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
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Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
