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Building and maintaining unwavering relationships with all stakeholders to be a trusted advisor.Deploy ing Aetna’s proprietary immersive learning solution for rapid improvement, while managing user access, behavioral learning analytics, and coaching performance within the system.Leading in-person experience labs to support provider related goals to include performance optimization, culture enhancement, team-centricity, and Aetna differentiation.Developing clear and measurable improvement strategies for targeted provider organizations in collaboration with Stars, Network, Provider experience, and Market leadership to produce improvements in CAHPS/NPS measures; including overseeing the delivery of KPIs and crafting narratives that reflect the patient journey.Being a subject matter expert for all voice-of-customer programs including patient experience surveys, CTM and grievance data, CAHPS, MEDS data, NPS, and customer effort metricsProviding thought leadership on a local and national scale regarding the work to be done and the next generation of experience leadership.Share CVS Health/Aetna point-of-view on the consumer life cycle, completely understands the end-to-end journey, and how to deliver world-class experiences.Requirements3-5 years experience CAHPS family of survey’s (MA-CAHPS, H-CAHPS, CG-CAHPS)3-5 years Patient Experience survey process, vendors, and methods7+ 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 data 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 i nitiatives with high degree of complexity.Preferred QualificationsLSSGB or Certified Patient Experience Professional (CPXP)EducationBachelor’s Degree or equivalent work experiencePay RangeThe 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.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 Benefits | CVS HealthWe anticipate the application window for this opening will close on: 01/23/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
