Consultant Digital Adoption

Job Description
The consultant will be responsible for publishing weekly PSR digital performance reports, reviewing PSR digital offering effectiveness with supervisors/managers, hosting, and managing daily and weekly coaching sessions with the purpose of creating a better understanding of the digital offerings and setting direction on improving digital adoption. In a similar fashion, once opportunities come up, the consultant will be expected to provide key insights to other business and IT stakeholders that help derive business requirements. As such the incumbent should feel comfortable diving deep into details to develop data-based problem statements and proposed solutions to those problems in a way that is repeatable on a large scale.

Responsibilities
1. Publish weekly digital offering effectiveness metrics, conduct in-depth review with Pharmacy Ops Managers/Supervisors and work on continuous process improvements to grow digital share
2. Engage in coaching of current and new employees to ensure a full understanding of digital offerings, influence colleagues and work with various teams to ensure improvement and adoption of digital services, assist with answering secure messaging as needed, assist colleagues and patients through 'super user tool' to resolve basis digital account issues (unlock a/c, reset password etc.)
3. Perform ongoing call auditing to understand barriers to offering and patient utilization of digital channels, act as a primary source of feedback to the digital product team on patient experience and gaps in digital to phone capabilities
4. Assist in piloting new programs as requested by digital team/leadership, partner internally and externally with a variety of stakeholders in support of digital adoption and digital-first optimization, the patient experience, and other similar objectives

Required Qualifications
-3+ years healthcare industry work experience and/or experience in digital/e-commerce industry
• Associates or above degree in Marketing, computer science, mathematics, business strongly preferred
• Advanced working knowledge and ability to leverage Microsoft Office Suite (e.g. PowerPoint, Excel)
• Ability to produce results by working within established deadlines, and understanding next steps
• Ability to analyze data, synthesize trends and publish reports
• Ability to execute large scale ad hoc patient communication files on a daily and weekly basis (80k patient communications a week)
• Ability to learn new topics quickly and add perspective on complex processes that lead to solutions that make our operational units more effective and efficient
• Ability to communicate effectively with all levels of management
• Excellent proven interpersonal skills with the ability to teach and motivate others
• Excellent verbal and written communication skills

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
Subject matter expertise in CVS pharmacy systems inclusive but not limited to: SPRx, SPARCs, PeopleSafe, CE2000

Willing to Travel 10%

Education
Required: Associate's Degree

Preferred: Bachelor's Degree

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.