Client Liaison Manager

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 Client Liaison Manager (CLM) works cross functionally as an interface between Customer Care Operations, other key business owners and clients who hold relationships with CVS Caremark Care and Mail Operations. The Client Operations business unit supports over 100k clients small and large in member base. As a Client Liaison Manager (CLM) you will partner with internal PBM business units to ensure successful operational client delivery for new and existing business, while maintaining regulatory and compliance requirements per contract standards. You will achieve business objectives through organized processes, application of client collaboration strategies, identification of trends across Care and various lines of business, and proactive awareness of changing customer information requests. You will ensure new clients are set up to properly support the member experience and contract requirements. You'll oversee contractual performance measurements within operations and manage tracking and reporting to ensure minimal penalties are assessed. You will oversee on-going business needs, new requirements and educate clients on how CVS Health continues to focus on the member experience with improved tools, process and technology. You'll interpret trends, synthesize and recommend solutions to address Regulatory, Legal, Compliance requirements and ensure all contractual requirements are met. As a CLM you will anticipate and proactively identify and mitigate client, member, and compliance risk while working to streamline and simply processes. 

Areas of focus also include but are not limited to strategic growth, supporting a data-driven culture; tying business analytics to quality, regulatory requirements, training, client implementation and operational activities to drive positive client and member experiences. As the CLM you will lead client support and member experience initiatives such as Corrective Action Plan (CAP) project support, plan audits, monthly and/or quarterly presentations, training, communications, reporting, facility tours, and meetings. 

As a CLM you'll work independently without assistance to establish research topics and analyze data. You will hold meetings with