[Remote] Specialty Operations Process Improvement Manager
Note: The job is a remote job and is open to candidates in USA. Caremark, L.L.C. is hiring a Specialty Operations Process Improvement Manager to lead and support process and performance improvement projects within Specialty Pharmacy. The role reviews front-end and back-end pharmacy operations to improve efficiency, quality, customer experience, financial performance, and colleague performance on key metrics.
Responsibilities
- The Specialty Process improvement manager will lead and support process and performance improvement projects within the Specialty Pharmacy
- The manager will conduct business process reviews of front end and back end pharmacy operations to improve efficiency, quality, customer experience, and financial performance
- In addition, the team will focus on driving improvement in colleague performance across important metrics such as call quality and net promoter score
Skills
- 5-8 years of experience leading operational improvement efforts, including project management required
- Experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc)
- Lean Six Sigma Green
- Ability to process and synthesize quantitative and qualitative data to derive actionable solutions
- Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques)
- Demonstrated facilitation skills
- Excellent presentation and communication skills, including aptitude for fact gathering, writing, and analysis
- Ability to meet deadlines and satisfy customers with multiple conflicting priorities
- Ability to effectively interact one-on-one with all levels of management
- Prior experience leading and developing cross functional teams
- Ability to work collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement
- Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements; conveys strong sense of urgency to drive issues to closure
- Bachelors or Master's degree in relevant field (business, industrial engineering, economics, computer science, or operations research) or related experience required
- 8-10 years of related experience preferred
- Lean Six Sigma Black Belt
- Experience in performance measurement and process improvement in call center, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics
- Experience in the mail and/or specialty pharmacy space, particularly front end and/or backend operations
- Minitab and/or SQL, Python, R experience
Benefits
- Eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- For this full-time position, a comprehensive benefits package is available based on eligibility, including medical, dental, and vision coverage; paid time off; retirement savings options; wellness programs; and other resources.
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