At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
Position Summary
Aetna, CVS Health is looking for top leadership talent! We have an exciting opportunity available for highly motivated individual for optimization of our programs for Aetna Medicare. The position will optimize our programs for sales and retention activities, group Medicare programs, and other support programs by focusing on data analysis and modeling for our workforce management and call distribution strategies. This role is ideal for candidates that are energetic, empathetic, and looking to become part of a growing business segment.
Advises management on process optimization strategies to maximize call center efficiency, processes, scalability, workflows, and protocols to reduce waste and improve outcomes through evidence-based modeling.
Responsible for lead list management and prioritization of programs supporting the sales call center.
Lead all workforce management data automation, quality assurance and works cross-function to assist in development of new reporting by gathering business requirements and serving as a subject matter expert on key performance indicators.
Supports the development of workforce and budget modeling to drive our organization's strategic objectives and areas of optimization.
Manages data and trending, utilizing volume forecasts, and managing real-time behaviors such as adherence, service levels, occupancy, and other KPIs necessary to optimize agent productivity within budgets.
Collaborates with the larger organization's data science team to ensure alignment across all DTC touchpoints.
Act as a strategic partner to leadership, providing insights on operational improvements.
Responsible for creation of ad hoc reporting as needed by the business.
Drives continuous improvement by developing, documenting, and standardizing business processes and measuring results.
Required Qualifications
3+ years call center experience
5+ years in statistical and mathematical modeling
Advanced level Excel skills
3+ Medicare experience
Adept at execution and delivery (planning, delivering, and supporting) skills
Adept at business intelligence
Adept at collaboration and teamwork
Mastery of problem solving and decision-making skills
Mastery of growth mindset (agility and developing yourself and others) skills
Education
Bachelor's degree preferred/specialized training/relevant professional qualification.
Pay Range
The typical pay range for this role is:
$67,900.00 - $165,954.00This 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. This position also includes an award target in the company’s equity award program.
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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
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.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 05/17/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Top Skills
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.
