Manager, Executive Resolutions

CVS Health

. Ensure every patient communication channel has a workflow supported by Epic and Salesforce .

Posted 10/14/2026full-timeRemote • Illinois • United StatesMid-LevelSenior💰 $66,330 - $145,860 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing service recovery processes and leading cross-functional teams to enhance patient communication and resolution workflows. Proficient in utilizing Epic and Salesforce to support clinical care and improve customer experience.

Highest-signal resume keywords

EpicSalesforceService Recovery ManagementTeam LeadershipProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient Communication WorkflowsCase Resolution ManagementCross-Functional CoordinationData AnalysisProcess Design

Soft Skills

Communication ProficiencyOrganization SkillsCoaching and MentoringMultitaskingPositive Attitude

Tools & Technologies

Google DocsGoogle Sheets

Industry Keywords

Service RecoveryPatient CareOperational KnowledgeStakeholder EngagementCustomer Service

About the role

Key responsibilities & impact

Ensure every patient communication channel has a workflow supported by Epic and Salesforce
Resolve complex internal partnership issues from stakeholders and high-priority service channels
Lead and supervise a central team providing intake and triage support for Service Recovery case resolutions
Manage escalated patient cases and provide outbound follow-up for service recovery
Ensure timely delivery of complete resolutions and responses for every case outcome
Coordinate resolution of complex cross-functional situations across operations, clinics, central teams, field teams, and patients
Design a sustainable Resolutions program supporting clinical care teams
Establish training, patient-issue resolution, and coordination processes and designate process owners
Oversee, motivate, coach, counsel, and recognize the Executive Resolutions team
Design, develop, analyze, and engage stakeholders around Service Recovery protocols and programs
Forecast central-team staffing needs and develop existing talent
Collaborate with cross-functional partners to improve customer experience solutions and processes
Maintain a high-quality work culture through direction, performance feedback, coaching, and recognition
Act as an escalation point for leaders regarding team performance issues
Provide guided or hands-on support encouraging decision-making and accountability
Communicate significant changes to Service Recovery results and patient or stakeholder feedback
Perform other duties as assigned

Requirements

What you’ll need

Undergraduate degree required
Masters degree preferred
US work authorization
Oak Street Health working operational knowledge and experience preferred
Ability to multitask, prioritize, and manage time effectively
Communication proficiency
Organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency, including Google Docs and Sheets
Problem Solving/Analysis
Desire to lead a team to provide the highest level of customer service
Flexible and positive attitude
Someone who embodies being “Oaky”

Benefits

Comp & perks

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being
CVS Health bonus, commission or short-term incentive program