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 quality in 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. A Brief Overview This position is for a Dental Senior. Prepares information and reports needed to address matters regarding complaints, appeals, and grievances. Carries out policies, procedures, and programs to ensure compliance with federal and/or state regulations. Schedule: Wednesday-Sunday What you will do - Conducts team reviews, interpretations, and appeals filed by patients, escalating more complex issues and concerns to management for review and follow-up. - Ensures adherence to regulatory requirements, conducts internal audits, and addresses any identified compliance issues with the Complaint and Appeals policies and procedures. - Facilitates in-depth reviews of decisions and case files to determine if there are errors or anomalies in the application of law or evidence. - Oversees the drafting and progression of appeal decision letters, conducting detailed follow-up for timely and thorough follow-up and resolution. - Monitors key performance indicators (KPIs) and metrics to evaluate the effectiveness and efficiency of the appeals and grievances process. - Ensures all front-line associates promptly and accurately respond to all patient billing questions and concerns. - Facilitates and provides educational materials, training programs, and presentations to enhance understanding of the appeals and grievances process. - Coaches and mentors other colleagues in techniques, processes, and responsibilities for effectively handling member complaints and appeals. - Trains junior-level staff to promote the development of departmental capabilities. For this role you will need Minimum Requirements - Preferred 3-5 years of experience in a Customer Service role. - Experience in reading or researching benefit language - Medicare and/or Medicaid knowledge - At least 5 years of experience that includes but is not limited to claim platforms, products, and benefits; patient management; product or contract drafting; compliance and regulatory analysis; special investigations; provider relations; customer service or audit experience - Ability to work in fast paced environment - Excellent verbal and written communication skills. - Excellent organizational skills to handle high inventory which aids in meeting or exceeding metrics. - Solution driven and can handle complex issues with accuracy. - Availability to work alternating weekends for oversight of analysts on alternate schedule. Education - High school diploma or equivalent required. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $18.50 - $31.72 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. 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: 04/09/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

• Overall responsible for the direction and management of the US Study and Site Operations (SSO) Contracts and Payment team. • Responsible for the oversight and management of a team of Contracts, CDA and Finance for program and trials who negotiate contracts with clinical investigators. • Oversee the work product of contracts, CDA and Program Finance managers and is accountable for the timely resolution of contract terms and budget issues. • Negotiate Master Clinical Trial Agreements with key research institutions. • Actively troubleshoots issues and defines solutions aimed at ensuring study start-up activities are performed timely and of high quality. • Responsible for work allocation and oversight of milestone data entries contributing to key performance metrics. • Participate in and drive initiatives related to the Contracts, CDA and Program Finance Management process. • Works as a partner to Novartis Legal and Intellectual Property and participates in appropriate training with Legal partners.

• Overall responsibility for the direction and management of the US Study and Site Operations Contracts and Payment team • Negotiate contracts with clinical investigators for Novartis sponsored studies • Oversee work product of contracts, CDA, and Finance managers • Actively troubleshoot issues and define solutions for timely high-quality study start-up activities • Participate in and drive initiatives related to Contracts, CDA, and Program Finance Management process • Collaborate with US Legal and other departments to resolve contractual issues • Manage workload and ensure timely execution of investigator contracts

• Support the coordination and execution of field activities across multiple projects and locations • Ensure field operations are properly planned, well-coordinated, and executed according to standards • Act as a central coordination point between field technicians, project managers, and internal teams • Coordinate field activities with technicians and project teams • Ensure tasks are properly scheduled and executed • Follow up on field operations and timelines • Support the preparation and planning of field interventions • Ensure all required information and resources are available • Track progress of ongoing field activities • Act as a link between field teams and internal stakeholders • Ensure clear and timely communication • Follow up on requests and updates • Maintain trackers for field operations and activities • Monitor progress, delays, and issues • Prepare reports and summaries for internal teams • Identify operational issues or delays, escalate when necessary and ensure resolution and proper follow-up