Be Part of an Extraordinary Team Carelon is a proud member of the Elevance Health family of companies providing unparalleled level of service in pharmacy benefits. By leveraging the power of new technologies, our strong, clinical-first lens and deep pharmacy expertise, we are actively defining our innovative role in the industry.Title: Business Change ManagerLocation: This role requires associates to be in-office 1 day per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered.Shift: Monday – Friday, Business HoursBuild the Possibilities. Make an Extraordinary Impact.The Business Change Manager is responsible for working with management to identify and implement varied projects, programs and plans that support achievement of business unit and enterprise goals. Focus is on managing the changes, analyzing data, and ensuring the effective implementation and ongoing support of Raven markets for Medallia and Live Person for CarelonRx. Continuous reporting, monitoring chat activity, technical set up and maintenance of chat interfaces, oversight of CVS Medallia alerts, ongoing meetings for Raven, oversight of CVS, BioPlus and AHD to ensure alignment and effectiveness.How you will make an impact:Primary duties may include, but are not limited to:Continuous Reporting for VOC: Assist with providing comprehensive reports for the Voice of Customer (VOC) program to provide insights and track performance metrics.Monitoring Chat Activity: Oversee chat activity dashboards and analyze transcripts to ensure quality and efficiency, making data-driven recommendations for improvement.Technical Setup and Maintenance: Help manage the technical setup and ongoing maintenance of chat interfaces to ensure seamless operation and integration with existing systems.Identifies potential issues, project charge, and scope.Leads efforts to identify best practices.Identifies impacted parties, business partners, and resources required.Develops and designs processes and systems that support business needs.Designs methods for integrating function and process.Conducts cost/benefit analyses.Builds support for business change throughout the business unit.Minimum Requirements:Requires a BA/BS in a related field and minimum of 5 years process or project related experience; or any combination of education and experience which would provide an equivalent background.Preferred Skills, Capabilities and Experiences:Experience in successfully developing and managing projects with fairly significant operating budget and knowledge of process redesign is strongly preferred.PBM Experience highly preferred.Experience with Data Analytics preferred.
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