Process Improvement Senior Advisor

Job Description
As a Process Improvement Senior Advisor, you will be responsible for guiding efforts to ensure reliability across the PBM organization. You will evaluate client and member experience opportunities within an assigned Business Area and coordinate with business leaders to define specific initiatives in order to create a better client experience and higher levels of service that are repeatable and sustainable.

Some of the key responsibilities of this position will be:
- Leading resolution of critical client issues with business leaders and engaging appropriate team members and/or partners to ensure resolution and timelines are on track
- Influencing Business Partners and Executive level leaders to take actions and invest where needed to develop a differentiated service delivery model
- Driving strategic plans to improve performance, reliability, and results through identifying trends and assessing underlying root cause of service issues
- Evaluating the maturity of the Issue management, RCA, and process improvement/performance metrics within your assigned business unit
- Defining specific needs to better use our enterprise customer relationship management (CRM) system to optimally track and report status and progress
- Reporting to Leadership and Business Owners on a regular interval that reflect status, trends and results of cases that are active within the CRM system

To be successful, you will need to be proficient in several of the following skills:
- Statistical process control
- Reliability modeling and prediction
- Fault tree analysis
- Six Sigma methodology
- Root cause analysis (RCA)
- Project management
- CMMI Maturity Modeling

Your success also will be driven by your ability to ensure organizational risk identification and mitigation, and speak to issue resolution with higher-level leaders to drive resolution when needed. You will bring your demonstrable experience working independently in a dynamic and ambiguous environment. Your skills navigating a complex matrixed environment and building professional relationships to link team objectives to corporate objectives will be tested. The contributions you make will help to maintain our position in the PBM Marketplace.

Required Qualifications
Demonstrated successful project delivery using Six Sigma and Lean methodologies.

At least 7 years of work experience in a continuous improvement project driven environment

At least 5 years of work experience in health care

Willingness and ability to travel up to 25%

Willingness to work weekends and holidays as needed for critical business support

Preferred Qualifications
PBM industry experience

Master Black Belt certification and work experience

PMP or other recognized project management certification

Bachelor's Degree Required

Equivalent combination of Education and experience may be considered

Master's Degree preferred

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.