Manager, Account Service (IC)

nt on complex issues and opportunities.Primary Responsibilities:

• Servicing your assigned book of business
• Provide coaching and guidance
• Leads process improvement initiatives
• Develops customer strategies
• Develops workflow enhancements
• Participate in client finalist presentations as needed
• Reply to customer's inquiry within 1 business day
• Create and maintain CMAT cases as outlined in policy guidelines
• Acts as the single point of contact for client's operational inquiries and escalated issues. Resolutions to include but not limited to Claims, Enrollment, ID cards, COBRA, FSA, Network Ops, PBM, Customer Service, EDI Files and Finance
• Provides plan document interpretation and ensures the client's questions are addressed.
• Conduct client portal training
• Supports operational departments to enhance the member experience through improved workflows and process improvements
• Identify opportunities that support account owners in developing and delivering strategic plans
• Ability to handle high touch clients/brokers with limited support from senior or leader
• Facilitates cross-functional solutions to service issues and works collaboratively with internal partners with limited leadership support.
• Anticipates questions and identifies root cause and overall impact
• Identify, research, and take actionable steps to resolve client issues to reduce overall impact.
• Recommends team process improvements
• Participates in assigned projects to support business strategy
• Serves as an ambassador for Meritain with knowledge of its products and services, finding solutions which contribute to a client's long-term strategies.
• Mentors staff and provides leadership support.
• Identifies gaps and solutions based on a broad view and understanding of the organization and downstream effects.
• Proactively partners with other operational departments on trends and implements solutions.
• Attend and engage in senior call/projects
• Develop and maintain the quality of documentation housed on the CA LEAP site.
• Validates data integrity within CMAT
• Minimal leader oversight needed

Required Qualifications

• 5 to 7 years of direct customer facing support experience in a similar role (Insurance Account management/Operational Customer Support/Product Owner)

• 3 to 5 years of Stakeholder management experience - experience with leading, creating and delivering executive presentations

• Excellent communication and writing skills

• Proficient with MS Office suite applications (PowerPoint, Excel, Teams, Word)

• Serves as an ambassador for Meritain with knowledge of its products and services, finding solutions which contribute to a client's long-term strategies.

• Ability to mentor staff and provide leadership support.

• Identifies gaps and solutions based on a broad view and understanding of the organization and downstream effects.

• Proactively partners with other operational departments on trends and implements solutions.

Preferred Qualifications

• Prior leadership experience

• Prior Meritain experience

• Prior experience working with Salesforce, One-Note, DG claims systems, and CSI software

Education

• Bachelor's degree preferred/specialized training/relevant professional qualification.

Anticipated Weekly Hours
40Time Type
Full timePay Range

The typical pay range for this role is:$54,300.00 - $159,120.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 09/28/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.