Job Details

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and qualityin everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

The Client Liaison Manager (CLM) works cross functionally as an interface between Customer Care Operations, otherkey business owners and clients who hold relationships with CVS Caremark Care and Mail Operations. The Client Operations business unit supports over 100k clients small and large in member base. As a Client Liaison Manager (CLM) you will partner with internal PBM business units to ensure successful operational client delivery for new and existing business, while maintaining regulatory and compliance requirements per contract standards. You will achieve business objectives through organized processes, application of client collaboration strategies, identification of trends across Care and various lines of business, and proactive awareness of changing customer information requests. You will ensure new clients are set up to properly support the member experience and contract requirements. You'll oversee contractual performance measurements within operations and manage tracking and reporting to ensure minimal penalties are assessed. You will oversee on-going business needs, new requirements and educate clients on how CVS Health continues to focus on the member experience with improved tools, process and technology. You'll interpret trends, synthesize and recommend solutions to address Regulatory, Legal, Compliance requirements and ensure all contractual requirements are met. As a CLM you will anticipate and proactively identify and mitigate client, member, and compliance risk while working to streamline and simply processes.

Areas of focus also include but are not limited to strategic growth, supporting a data-driven culture; tying business analytics to quality, regulatory requirements, training, client implementation and operational activities to drive positive client and member experiences. As the CLM you will lead client support and member experience initiatives such as Corrective Action Plan (CAP) project support, plan audits, monthly and/or quarterly presentations, training, communications, reporting, facility tours, and meetings.

As a CLM you'll work independently without assistance to establish research topics and analyze data. You will hold meetings with Account Teams, Care Leadership, Training or other key stakeholders in order to explain information and data. Flexibility is required in this role to support aggressive timelines and turnarounds for data requests and client responses.

Responsibilities:

• Lead internal and customer-facing cross-functional projects for moderate to complex client bases with a focus on ensuring consistent service delivery and driving a positive client and member experience. Client support may include multiple small to medium size or single, large strategic accounts.
• Collaborate with internal partners to deliver client contractual requirements, through timely and accurate reporting tools; support teams to drive consistent and compliant member experience within Care.
• Create, deliver presentation materials which communicate key performance metrics, service improvement and sustainment plans to clients and stakeholders.
• Consult with Department Leaders on strategic initiatives related to systems enhancements, process improvement and communications impacting the client and member experience.

To be a candidate for this role you will possess the following:

• Regular and predictable attendance.
• Ability to flex work schedule when needed for business demands.
• Ability to skillfully manage multiple projects and meet timelines for critical deliverables.
• Ability to work in virtual environment with peers, other business partners, and complete individual responsibilities.
• Ability to travel up to 20%.

Required Qualifications

• 5 + years PBM or Managed Care experience.
• 2 + years Project Management and/or Client Facing experience.

Preferred Qualifications

• Previous experience working with health plans, including knowledge of benefit structures, enrollment processes, and plan operations
• Demonstrated Medicare Part D (Med-D) experience, with a strong understanding of regulatory requirements and program administration
• Prior account management experience, including maintaining client relationships, resolving issues, and driving client satisfaction
• Deep understanding of call center operations.
• Analytical skills with excellent oral, written, and presentation skills.
• Experience with delivering client presentation and initiatives.
• Proficiency in Microsoft Office applications.
• Prior use of SalesForce, creating and managing cases.
• Strong knowledge of Mail Order Operations.
• Familiarity with Medicare D systems.

Education

• High School Diploma, General Equivalent Development (GED) or 5-8 years of equivalent work experience required.
• Associate Degree or Bachelor Degree preferred.

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$60,300.00 - $145,860.00

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.

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.

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We anticipate the application window for this opening will close on: 01/29/2026

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