At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Hybrid – Hartford, CT

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, monitoring service quality and performance metrics, resolving escalated customer issues, collaborating with other departments to enhance the overall customer service experience, managing claim processing teams, and implementing claim training programs. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

What you will do

Oversees and optimizes the operational aspects of service delivery to ensure the provision of smooth, efficient, and coordinated healthcare services.

Conducts research on industry trends, best practices, and emerging technologies to identify opportunities for innovation, professional development, and improvement within service operations.

Manages resources, including staff, equipment, and budgets, to optimize service delivery and resource allocation.

Identifies opportunities for process improvement and implements strategies to enhance the efficiency and effectiveness of service operations.

Defines strategies that aim to enhance patient satisfaction and experience by ensuring that service operations are patient-centered and responsive to patient needs.

Implements quality assurance programs to monitor and assess service quality and compliance with healthcare regulations and industry standards.

Leverages technology and healthcare IT solutions to streamline service operations and enhance communication and information sharing.

Evaluates opportunities for service expansion and implements new initiatives to meet evolving patient needs and industry trends.

Provides ongoing training and development opportunities for staff to enhance their professional skills, knowledge, and capabilities.

For this role you will need Minimum Requirements

Location of this position is Hartford, CT

Industry Leadership: 7–10 years of experience leading high-performing teams in claims and healthcare operations, with a strong track record of driving results.

Operational Excellence: You’re a master at turning strategy into action—planning effectively, executing with precision, and delivering on performance metrics that matter.

Insight-Driven Decision Making: You leverage business intelligence to uncover opportunities, solve problems, and guide smart, data-informed decisions.

Collaborative Spirit: You thrive in team environments, building strong partnerships across departments to achieve shared goals.

Strategic Problem Solver: You approach challenges with clarity and confidence, making thoughtful decisions that drive impact.

Growth Mindset: You embrace change, continuously develop yourself and others, and foster a culture of agility and learning.

Education

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

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.00

This 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.  This position also includes an award target in the company’s equity award program. 
 

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 people

We 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/benefits

We anticipate the application window for this opening will close on: 09/12/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.