Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position Summary

As a Senior Account Manager, you will be asked to perform all the responsibilities of Account Manager. In addition, you will be expected to foster teamwork/collaboration and extend accountability across internal departments. You will position yourself as a lead amongst the Account Team by acting as a daily resource for the team, and performing additional mentoring tasks that will ensure the team's successful performance and longevity. These additional responsibilities include:

• Providing peers with direction on client requirements and supporting training initiatives, while providing feedback and recommended solutions for process efficiencies.

• Mentoring Account Managers to ensure best in class service.
• Routinely reviewing the team dashboards and addressing any concerns/learning opportunities with individual team members as necessary
• Collaborate with Account Managers to identify ticket/cases to drive closure within established Service Level Agreement (SLA)
• Operates internal team meetings in which all open items are reviewed, and next steps are identified.
• Acts as an Subject Matter Expert (SME) for other account managers on the team and provides assistance with complex/sensitive issues.
• Acting as line of business lead backup as needed or acting as liaison in lieu of management on necessary client calls.
• Develop and demonstrate knowledge in at least two lines of business and or additional Account Management operational functions

• Performance, Metrics, Skills:
  • Demonstrates the ability to effectively lead internal and client calls
  • Shows consistent ability to project manage all projects they're on point to lead. Hold internal partners accountable to their TAT's and escalates if responses are not being provided timely.
  • Not attributed any personal client Performance Guarantees within the last 12 months
  • Not been on a Performance Improvement Plan or Corrective Action Plan in last 12 months.
  • 12 months+ Prescription Benefit Management (PBM) industry
  • Excellent verbal and written communication skills
  • Experience working with multiple intranet and extranet systems, Customer Relationship Management (CRM) tools (i.e., Salesforce), or adjudication platforms.
• Mentoring & Training:
  • Support training sessions to help broaden the team's knowledge.
  • Support projects or process improvements.

• Performance, Metrics, Skills:
  • Shows consistent ability to project manage all projects they're on point to lead. Hold internal partners accountable to their TAT's and escalates if responses are not being provided timely.
  • Not attributed any personal client Performance Guarantees within the last 18 months
  • Not been on a Performance Improvement Plan or Corrective Action Plan in last 18 months
  • Adhered to SFDC AM metrics including no cases beyond ECD in last 12 months.
  • 2+ years Account Management, Prescription Benefit Management (PBM) industry
  • Extraordinary verbal and written communication skills
  • Experience managing multiple LOBs (Med D, Medicaid, Commercial, Specialty)
• Mentoring & Training:
  • Experience mentoring colleagues
  • Experience in supporting multiple projects or process improvements